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IT Service Desk Analyst
CDWIT Service Desk Analyst providing 1st line support for software/hardware incidents in a technology solutions provider. Managing tickets, customer inquiries, and contributing to service improvements.
About the role
Key responsibilities & impact- Providing 1st line (L1/L1.5) support and a single point of contact for coworkers
- Accurately log, categorise and prioritise tickets
- Manage assigned workload to meet SLAs/KPIs
- Document solutions to reduce repeat contacts
- Support onboarding and coaching of new team members
- Work closely with internal resolver groups to prioritise work based on impact/urgency
Requirements
What you’ll need- Strong working knowledge of common IT platforms, equipment and business applications
- Ability to manage workload effectively, prioritising using impact/urgency
- Excellent spoken and written communication skills
- Strong customer service skills, including active listening, expectation management
- Previous experience within an IT support environment, ideally with exposure to L1.5 activities
- Industry-recognised qualifications are desirable (e.g., MCP, CCNA, CompTIA)
- Analytical mindset: able to interpret ticket trends and contribute to service improvement
Benefits
Comp & perks- CDW is committed to being an AI-fluent organization
- Competitive salary
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticket managementIT supportservice improvementproblem-solvinganalytical skills
Soft Skills
communication skillscustomer serviceactive listeningexpectation managementworkload management
Certifications
MCPCCNACompTIA