At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. About CDW CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada. CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. Job Summary To be the primary Services Support Coordinator for a large government customer, ensuring daily administrations tasks take place accurately within SLA and supporting the Service Delivery Manager on producing contractual reports when required. Ensure that established policies, processes and procedures are followed, and service levels are maintained. Assist the Service Delivery Manager with the operation of the Service Desk function, through the onboarding of new services and implementation of customer service improvement initiatives. Key responsibilities Accurate data entry into ServiceNow IT systems and subsequent third party providers. Support on generating and distributing reports, including adherence levels and current workstream analysis. Attend customer meetings when required. Understand and manage administrative activities. Assist on the completion of Quality Assurance checks and Customer Service sentiment surveys. Support and implement policies, systems, processes, and standards related to how ITIL4 functions can be most effective, on a daily and a long-term basis. Perform verification and audit to validate content and initiate corrective actions as required. The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation. Qualifications, Skills & Experience Experience of working within a Managed Service Provider. Some knowledge of IT Service Management and how the Service Desk interacts with the different functions. Good knowledge of a ServiceNow platform. Essential Attributes Good attention to detail. Good communication skills both written and verbal. Able to work on their own initiative. More about CDW and your career with us: At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW. Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape. CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results. Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it? What we offer: Life Assurance Competitive Contributory Pension Private Medical Insurance Enhanced Maternity Pay 25 days holiday bank holidays Option to buy additional holiday Dental Insurance Season Ticket Loan additional perks We make technology work so people can do great things. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.