Service Desk Supervisor

1 month ago

Peterborough, United Kingdom CDW UK Full time

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

Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities. Support the Team Leader with Analyst 121s, coaching, development and delivering adhoc training. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.


Key responsibilities

  • Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their day-to-day responsibilities
  • Support with the delivery of adhoc training
  • Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Leader and/or Desk Manager
  • Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
  • Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
  • Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
  • Identify and escalate any potential breach of service level or risk to CDW, where possible mitigating breach and managing to resolution
  • Provide relevant stakeholders within Services with ad hoc reports


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

  • Awareness of ITIL methodologies and best practice
  • Knowledge of the working practices of the area responsible for
  • Good working knowledge of Microsoft Word, Excel and Outlook
  • Previous supervisory experience desired


Essential Attributes

  • A passion to deliver excellent service with service level management and experience
  • Effective communication and interpersonal skills with internal and external stakeholders
  • Creative and innovative problem-solving skills with an inquisitive nature
  • Analytical with attention to detail
  • Ability to work as a team to support and influence team members
  • A desire to take ownership and accountability to see your work through to resolution
  • Ability to work under pressure and to tight deadlines
  • A patient, tolerant and supportive team member


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

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