Job Description

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 Summary

The Service Enablement Support Specialist is responsible for ensuring that all Service Desk coworkers are trained to the same level in terms of undertaking activities within the processes, tools and systems. It plays a key role in enabling coworkers to meet performance expectations, deliver quality support, and evolve in their roles through structured learning plans and collaboration with internal and external stakeholders. The role will also work closely with the Learning and Development team to assist in the delivery of non-Service Desk specific training

What you will do

Provide training and coaching to Service Desk coworkers on providing excellent customer service Provide training on ITIL processes Provide full systems training to all Service Desk staff and users of the Service Management tools, to include ServiceNow, telephony, rostering, etc. Work with the L&D Training team to help to deliver soft skills training Ensure that all Service Desk staff are trained to the same high standards Create and maintain training documentation for Service Management and Service Desk processes to provide consistency across IT Work with the Service Desk management team to create and maintain operational procedures and guidelines Work with internal support teams, customers and third-party suppliers to ensure that Service Desk staff have the appropriate technical training to support end users of the services Provision of training and development plans for the IT Service Desk Ensure 1st/2nd line support is in a constant cycle of improvement through internal training; ensuring support documentation is updated Evaluate the effectiveness of training and adapt training plans as required

What we expect of you

Minimum basic requirements

Must be able to gain BPSS and SC clearance Experience in training or enablement environments Analytical and methodical Hands-on experience with the ServiceNow toolsets ITIL experience Training delivery and presentation Documentation and instructional design Ability to manage multiple training initiatives simultaneously Time and resource management Analytical and methodical thinking Stakeholder engagement and influence

Preferred skills, experience, and qualities needed

Highly organised and detail-oriented Ability to communicate at all levels Proactive and self-motivated Exposure to customer-facing or client service environments

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.