Supports managed services operations through data analysis, recurring reports, dashboards, process documentation, root cause analysis, and workflow improvements. The role identifies trends and variances, maintains reporting accuracy, gathers business requirements, supports new operational tools and processes, and collaborates with stakeholders to improve service delivery. A bachelor’s degree or four years of work experience is required, along with Excel proficiency and strong analytical, communication, organizational, and problem-solving skills.
Description
Job Summary:
The IT Service Desk Watch team member supports operational processes, reporting activities, and service delivery initiatives within the Managed Support organization. This role analyzes operational data, identifies trends, assists with process improvement opportunities, and collaborates with stakeholders to drive business outcomes while supporting service excellence.
What you will do:
* Analyze operational data and reporting to identify trends, variances, and opportunities for improvement.
* Support managed services operational processes and service delivery initiatives.
* Prepare and maintain recurring operational reports and dashboards.
* Collaborate with stakeholders to gather business requirements and document process needs.
* Assist with root cause analysis and resolution of operational issues.
* Document workflows, procedures, and process improvements.
* Support implementation of new processes, tools, and operational enhancements.
* Maintain data accuracy and integrity across reporting activities.
* Build productive working relationships across business teams.
What we expect of you:
* Bachelor's degree required. OR, 4 years of work experience required.
* Strong analytical and problem-solving skills.
* Experience using Microsoft Excel for analysis and reporting.
* Strong written and verbal communication skills.
* Ability to manage multiple priorities and meet deadlines.
* Attention to detail and commitment to data accuracy.
* Ability to collaborate effectively with stakeholders across the organization.
* Experience with reporting and operational analysis is a plus.
* Experience within managed services environments is a plus. Pay range: $28.90 - $41.80 depending on experience and skill set A Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* 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.
Job Summary:
The IT Service Desk Watch team member supports operational processes, reporting activities, and service delivery initiatives within the Managed Support organization. This role analyzes operational data, identifies trends, assists with process improvement opportunities, and collaborates with stakeholders to drive business outcomes while supporting service excellence.
What you will do:
* Analyze operational data and reporting to identify trends, variances, and opportunities for improvement.
* Support managed services operational processes and service delivery initiatives.
* Prepare and maintain recurring operational reports and dashboards.
* Collaborate with stakeholders to gather business requirements and document process needs.
* Assist with root cause analysis and resolution of operational issues.
* Document workflows, procedures, and process improvements.
* Support implementation of new processes, tools, and operational enhancements.
* Maintain data accuracy and integrity across reporting activities.
* Build productive working relationships across business teams.
What we expect of you:
* Bachelor's degree required. OR, 4 years of work experience required.
* Strong analytical and problem-solving skills.
* Experience using Microsoft Excel for analysis and reporting.
* Strong written and verbal communication skills.
* Ability to manage multiple priorities and meet deadlines.
* Attention to detail and commitment to data accuracy.
* Ability to collaborate effectively with stakeholders across the organization.
* Experience with reporting and operational analysis is a plus.
* Experience within managed services environments is a plus. Pay range: $28.90 - $41.80 depending on experience and skill set A Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* 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.
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If asked to name the birthplace of the RMS Titanic, you might not say Belfast. Similarly, if asked to name Europe's leading destination for foreign direct investment in new software development, Belfast might not come to mind. Yet, both are true. The city has emerged as a tech powerhouse, recently ranked among the best in the U.K. for tech careers — especially for software developers. It also leads the U.K. with the highest percentage of software development jobs advertised.
