CDW. On-site, IT System Engineer, Slough - 12 month FTC
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.
Role Purpose
- Working directly for the IT Service Operations Manager, the System Engineer will provide desktop support for all users.
- Act within the ITIL framework across all processes.
- Deal with all requests and incidents raised by users, including managing hardware requirements.
Responsibilities
- Support the end-to-end operational service delivery to all customers and users, to ensure quality and consistency of service is provided using best practice service management aligned processes and procedures.
- Support and facilitate the agreed and appropriate measurement and reporting in all aspects of IT Desktop Support, ensuring KPIs and metrics are maintained and aligned with ITIL.
- Follow the daily operation of the desktop support processes to ensure good execution and compliance, identify, and report any incompliance or cross technology process improvement initiatives.
- Ensure that the appropriate incident and problem notification and escalation process and matrices are followed and escalate to a manager where appropriate.
- Monitor the daily operation of the desktop support processes to ensure good execution and compliance, identify, and report any incompliance or cross technology process improvement initiatives.
- Support the IT Service Operations Manager to achieve quality service delivery to customers and users and to ensure there is suitable business prioritisation of incidents and problems
Experience and Technical Ability
- Desktop Support and/or 1st line expertise – ability to support end users directly.
- Excellent verbal and written communication skills. Able to communicate clearly and appropriately for a range of audiences. Ability to articulate complex issues and recommendations.
- Excellent organizational and time management skills with the ability to prioritize work effectively.
- Sound decision making skills and the ability to work under pressure.
- A positive proactive approach to maintaining and improving services.
- Fluent in business English – written and verbal.
- ITIL v3 or v4 Foundation.
- Flexibility to travel and work at other locations where required.
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