Cdwh dpost8211

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CDW Help Desk role 8/11

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Cdwh dpost8211

  1. 1. Help Desk, Desktop Support @ CDW Vernon Hills, ILSummary: This position is for an incident coordinator. The role of the incident coordinator is to manage /route all of the service requests and incidents sent to the Remedy application through multiple channels ofsupport.Education/Experience- High School Diploma or GED- Minimum of 1 year in Technical Services.- A+ or Certification a plus- General Help Desk / Service Desk experienceSkills and Competencies- Detail oriented- Strong oral and written communication skills.- Strong problem solving and analytical skills.- Understanding of hardware, software, and basic networking issues, as well as general IT knowledge.- Ability to multitask effectively.- Working knowledge of Outlook- Must have proficiency in RemedyMajor Job Duties and Responsibilities- Manages all incidents and service requests in Remedy by routing to appropriate queues.- Identifies critical and urgent requests and routes / notifies the appropriate coworker(s)- Updates priority of incidents and service requests as necessary and requests additional information fromcoworkers when applicable.- Updates cases daily and ensures all cases meet call back guidelines.- **Provides excellent customer service on all written and oral communications**- Provides other general duties as assigned.

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