Operations Analyst – Managed Services

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November 20

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CDW

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Enterprise • SaaS • Cybersecurity

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

10,000+ employees

Founded 1984

🏢 Enterprise

☁️ SaaS

🔒 Cybersecurity

💰 Post-IPO Equity on 2015-07

📋 Description

• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. • Delivers services within defined SLAs, SLOs, and security/compliance requirements. • Completes/ensures completion of daily operational documentation and transfers knowledge to next shift. • Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. • Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate. • Completes assigned customer workload, including, but not limited to, investigation of issues or monitoring events, and assigning resources appropriately. • Ensures issues are communicated to customers in a timely and effective manner. • Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues. • Analyze data to identify trends and opportunities for service improvement. • Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented. • Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. • Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. • Engage in communication that drives understanding, alignment and informed decision making.

🎯 Requirements

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 6 months of Information Technology work experience. • This requirement can be fulfilled via completion of the CDW Academy program, OR 2 years college coursework in a technical field, at least 6 months of Information Technology work experience. • This requirement can be fulfilled via completion of the CDW Academy program. • The position is part of a 7 day per week, 24 hour per day managed services operations. • To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime. • Demonstrated ability in the following: Accountability and result oriented. • Attention to detail. • Collaborating 360 degrees. • Adaptability and flexibility in dealing with people and unexpected situations. • Multi-tasking and working under minimal supervision. • Proficient verbal and written communication skills. • Excellent customer service skills. • Establishing positive working relationships and working as a team player. • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.). • Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar. • Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar. • Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and experience with network troubleshooting tools, a plus. • Knowledge of network technologies such as routers, switches, firewalls, and VPN solutions, a plus. • Experience in a managed services environment, a plus.

🏖️ Benefits

• Benefits overview: https://cdw.benefit-info.com/