Description
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 administration 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.
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.
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