Deskside Support Analyst

November 20

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CDW

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Security • Cybersecurity • Health Tech • Retail Tech • Small Business Tech

10,000+ employees

Founded 1984

🏢 Enterprise

☁️ SaaS

🔒 Cybersecurity

💰 Post-IPO Equity on 2015-07

Description

•Deliver a friendly and high-quality Deskside Service experience to all customer end users •Communicate with end users either in-person, via phone, email, or live chat as required •Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, end user applications, enterprise applications/systems •Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation. •Setting up and deploying supported IT equipment to our clients end users •Contribute to team innovation through ideas for process improvement and efficiency •Assist or lead in routine hardware/software deployments •Build and manage any required hardware images across supported PC Platforms •Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements •Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow) •Participate in projects and other initiatives as requested by your supervisor •Build relationships with customers •Maintain a positive and collaborative attitude with all coworkers and customers •Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays

Requirements

•Exceptional customer service and interpersonal skills, with a focus on rapport-building •2+ years of Service Desk or other End User Support operations experience involving Deskside support •Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support •Ability to clearly communicate in verbal and written formats •Proven analytical and problem-solving abilities •Ability to effectively prioritize and execute tasks in a fast-paced environment •Experience working in a team-oriented, collaborative environment •Ability to get up to speed with the organization quickly •Ability to remain calm in a fast-paced work environment •Diligence to adhere with pre-defined Service Level Agreements •Ability to obtain and maintain Canadian Security Clearance •Ability to work outside regular business hours is required •Lift up to 50 lbs, with or without assistance, on occasion. •Lift up to 20 lbs, unassisted on a regular basis.