CDW Help Desk role 8/11

1. Help Desk, Desktop Support @ CDW Vernon Hills, IL
Summary: 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 of
support.
Education/Experience
- High School Diploma or GED
- Minimum of 1 year in Technical Services.
- A+ or Certification a plus
- General Help Desk / Service Desk experience
Skills 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 Remedy
Major 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 from
coworkers 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.