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 Service Desk Support Analyst, 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
CDW is committed to being an AI-fluent organization
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.
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.
