IT Service Desk Analyst at CDW

**Who this is for** This role is ideal for a proactive IT support professional looking to serve as a primary point of contact for internal users. It is well-sui

Work type: remote

Location: Peterborough - GBR

Type: Full-time

Summary

**Who this is for** This role is ideal for a proactive IT support professional looking to serve as a primary point of contact for internal users. It is well-suited for someone who enjoys troubleshooting technical issues while contributing to knowledge-base improvements and operational efficiency. **Key highlights** You will provide L1/L1.5 technical support in a high-paced environment, requiring strong diagnostic skills to resolve incidents or escalate them appropriately. The role involves managing ticket hygiene, adhering to SLAs, and participating in an on-call rotation to ensure continuous service coverage. **You might be a good fit if you...** - Have a structured approach to diagnosing and resolving software/hardware incidents. - Are comfortable documenting technical solutions and identifying trends to support "shift-left" initiatives. - Communicate complex technical information clearly to non-technical users. - Can effectively prioritize tasks in a shared queue based on business urgency.

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 steps.


• Covering the Technology Service Desk opening hours (7am-6pm) on a rota/shift basis, ensuring agreed support coverage is maintained.


• Participating in the on-call rota (1 week in 7), responding to out-of-hours incidents in line with agreed procedures and SLAs.

• Provide 1st line (L1/L1.5) support for software/hardware incidents and service requests, performing initial diagnosis and resolution where possible.


• Accurately log, categorise and prioritise tickets, capturing key diagnostic information (symptoms, impact/urgency, steps taken, evidence) and setting clear expectations.


• Take end-to-end ownership of assigned tickets and contribute to shared queue management, ensuring progress, accurate notes and timely resolution.


• Maintain ticket hygiene: regular updates, accurate status, backlog control and appropriate follow-up to meet SLAs/KPIs.


• Maximise First Contact Fix (where appropriate) by using knowledge articles, standard fixes and effective troubleshooting; document solutions to reduce repeat contacts.


• Proactively keep customers informed on incident/request status, next actions and expected timelines, escalating risk early where deadlines are at risk.


• Escalate to the relevant resolver group when required, providing a clear problem statement, troubleshooting history and supporting evidence to enable an effective “warm handover”.


• Follow standard procedures and contribute improvements by identifying unclear/outdated steps and proposing updates based on real ticket outcomes.


• Proactively maintain and develop technical knowledge, including basic administration tasks and remote support tooling aligned to agreed L1/L1.5 scope.


• Identify recurring incidents and potential problems, supporting problem management with trend data, clear timelines and user impact; raise risks early to appropriate teams.


• Support onboarding and coaching of new team members, sharing troubleshooting approaches, knowledge articles and service desk standards.


• Work closely with internal resolver groups to prioritise work based on impact/urgency, ensuring shared understanding of business impact and required timelines.


• Help facilitate “shift left” by working with resolver teams to capture repeat fixes, improve knowledge articles and streamline processes.

• Strong working knowledge of common IT platforms, equipment and business applications, with the ability to diagnose issues using a structured approach.


• Ability to manage workload effectively, prioritising using impact/urgency and maintaining accurate follow-up to meet SLAs.


• Excellent spoken and written communication skills, able to translate technical detail into clear updates for non-technical users.


• Strong customer service skills, including active listening, expectation management and calm communication during high-impact incidents.


• Previous experience within an IT support environment, ideally with exposure to L1.5 activities (deeper diagnostics, remote tooling, basic administration tasks).


• Industry-recognised qualifications are desirable (e.g., MCP, CCNA, CompTIA).


• Analytical mindset: able to interpret ticket trends (repeat issues, top contact drivers, ageing/backlog) and contribute to service improvement, knowledge management and problem management.


• Experience with the following:


• Windows Operating Systems


• Application troubleshooting (Teams, Outlook, Word etc)


• Hardware troubleshooting (desktop, laptop, phones)


• Remote Support


• Customer Service

• Experience with the following is desirable:


• Citrix


• AD, Azure, Exchange, O365


• SCCM


• MDM (such as Intune)

• Understanding of ITIL practices (e.g., Incident, Request, Knowledge and Problem Management) and a continual improvement mindset is desirable.


• Experience of working to SLAs and KPIs (e.g., response/resolution targets, backlog ageing, First Contact Fix, reopen rate) and contributing to operational reporting.

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

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