Service Enablement Support Specialist

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.

About CDW

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada.

CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together.

Job Summary

The Service Enablement Coordinator 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

Key responsibilities

• 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

Success Measure

• Consistent training created and delivered across all Service Desk coworkers in accordance with the training plans
• Positive feedback on enablement sessions
• Up-to-date and accurate documentation and training materials made available
• Measurable reduction in common errors through knowledge reinforcement

Qualifications, Skills & Experience

Required Experience:

• Experience in training or enablement environments
• Analytical and methodical
• Hands-on experience with the ServiceNow toolsets
• ITIL experience

Desirable Experience:

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

Required Qualifications:

• Must be able to gain BPSS and SC clearance

Required Skills:

• 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

More about CDW and your career with us:

At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW. Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape.

CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010.

We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.

Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?

What we offer:

Life Assurance

Competitive Contributory Pension

Private Medical Insurance

Enhanced Maternity Pay

25 days holiday + bank holidays

Option to buy additional holiday

Dental Insurance

Season Ticket Loan + additional perks

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.