Bilingual Service Desk Support Analyst

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.

As a Remote Bilingual Service Desk Support Analyst (ENG/FR), you will be part of our Modern Workspace Managed Services team and play a vital role in ensuring our clients receive a best-in-class Service Desk experience.

Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.

Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else.

What you'll do

Responsibilities:

• Deliver a friendly and high-quality On-call and Service Desk experience to our clients
• Communicate with end users either via phone, email, or live chat as required
• Available remotely 5 days/week for regular shift coverage
• Available to support shift work, as well as additional shifts as outlined for afterhours coverage as specified by client contracts and requirements
• Provide effective troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, Virtual Desktop Infrastructure, smartphones/tablets, end user applications, enterprise applications
• Addressing user issues related to Microsoft 365 applications (e.g., Outlook, Teams, SharePoint, OneDrive, Microsoft Entra ID and other M365 applications)
• Contribute to team innovation through ideas for process improvement and efficiency
• Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow)
• Participate in projects and other initiatives as requested by your supervisor
• Build relationships with customers
• Maintain a positive and collaborative attitude with all coworkers and customers
• Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays

**What you need to succeed

Must-have**

• Bilingual (English & Canadian French)
• Exceptional customer service and interpersonal skills, with a focus on rapport-building
• Experience in supporting end users in a technology/service desk role
• 2+ years of Service Desk or other End User Support operations experience
• Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support
• In-depth knowledge of M365 services such as Exchange Online, SharePoint, OneDrive, Teams, Microsoft Entra ID and other M365 applications.
• In-depth knowledge of Virtual Desktop Infrastructure
• Ability to clearly communicate in verbal and written formats
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Experience working in a team-oriented, collaborative environment
• Ability to get up to speed with the organization quickly
• Ability to remain calm in a fast-paced work environment
• Diligence to adhere with pre-defined Service Level Agreements
• Ability to obtain and maintain Canadian Security Clearance
• Ability to work outside regular business hours is required

Nice-to-have

• Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 40-hour workweek, and paid on a bi-weekly payroll schedule.

Salary range : $54,000 - $79,400

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.