IT Service Desk Analyst

Job 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. Job Title: IT Service Desk Analyst Shift Type: Mon-Fri 7-6, Weekend & Evening Oncall Rotation. Responsible For: - Providing 1st line (L1/L1.5) support and a single point of contact for coworkers, owning incidents/requests through to resolution or effective escalation. - Accurately log, categorise and prioritise tickets, capturing complete diagnostic detail (symptoms, impact, urgency, troubleshooting performed, evidence) to enable fast resolution. - Use ticket data to identify recurring issues and contact drivers; propose service improvements, knowledge updates and automation opportunities (“shift left”). - Manage assigned workload to meet SLAs/KPIs, providing timely, clear updates to customers and resolver groups and documenting outcomes/next ste...