Job Overview
Location
Virtual - GBR
Job Type
Full-time
Category
Engineering
Date Posted
March 27, 2026
Full Job Description
đź“‹ Description
- • As an IT Service System Engineer at CDW Corporation, you will play a critical role in ensuring seamless desktop support operations across LPUK, directly contributing to user productivity and satisfaction by maintaining high standards of IT service delivery aligned with ITIL best practices.
- • You will be responsible for managing end-to-end incident and problem resolution, monitoring service performance against SLAs and KPIs, and driving continuous improvement in desktop support processes through proactive identification of inefficiencies and collaboration with cross-functional teams.
- • CDW is a Fortune 500, S&P 500-listed multi-brand provider of IT solutions serving business, government, education, and healthcare clients across the US, UK, and Canada, known for its commitment to innovation, customer success, and an inclusive workplace culture where coworkers are valued as partners in shared success.
- • You will work within a dedicated IT Service Operations team focused on delivering reliable, scalable technical support, gaining hands-on experience in enterprise-scale service management while developing expertise in ITIL frameworks, service transition, and cross-team collaboration.
- • Support the end-to-end operational service delivery to all LPUK customers and users, ensuring quality and consistency of service through adherence to ITIL-aligned processes and procedures.
- • Support and facilitate agreed measurement and reporting across all aspects of IT Desktop Support, maintaining KPIs and metrics in alignment with ITIL standards to enable data-driven service improvements.
- • Follow daily desktop support operations to ensure execution and compliance, identifying and reporting any non-compliance or opportunities for cross-technology process improvement.
- • Ensure appropriate incident and problem notification and escalation procedures are followed, escalating to management when necessary to maintain service integrity and timely resolution.
- • Monitor daily desktop support operations for compliance and performance, proactively identifying gaps and recommending process enhancements to improve efficiency and user experience.
- • Support the IT Service Operations Manager in achieving quality service delivery by helping prioritize incidents and problems based on business impact and urgency.
- • Provide direct end-user desktop support, resolving technical issues related to hardware, software, and connectivity with a focus on first-contact resolution and user satisfaction.
- • Manage hardware lifecycle requirements, including procurement, deployment, maintenance, and retirement of end-user devices across LPUK locations.
- • Collaborate with offshore service providers and third-party suppliers to resolve complex incidents, ensuring clear communication and coordinated resolution efforts.
- • Contribute to service transition activities by supporting the movement of systems from project/development phases into production support and BAU (Business As Usual) environments.
- • Maintain strong, effective relationships with internal teams, external partners, and customers, delivering consistent, high-quality customer service grounded in professionalism and empathy.
- • Demonstrate flexibility to travel and work at other CDW or client locations as required, holding a valid UK driving license to support on-site needs.
- • Uphold and adhere to CDW’s internal policies and procedures, staying current with evolving standards in security, compliance, and operational excellence.
- • Exercise sound judgment under pressure, prioritize competing demands effectively, and independently manage multiple tasks to meet deadlines without compromising quality.
- • Apply a proactive, positive mindset to continuously improve service delivery, suggesting and implementing changes that enhance reliability, responsiveness, and user experience.
🎯 Requirements
- • Desktop support and/or 1st line expertise with proven ability to support end users directly in resolving technical issues.
- • ITIL v3 or v4 Foundation certification, demonstrating familiarity with IT service management best practices.
- • Excellent verbal and written communication skills in business English, with ability to articulate technical concepts clearly to diverse audiences.
- • Strong organizational and time management abilities, including capacity to prioritize work, manage multiple tasks, and meet deadlines under pressure.
- • Full current UK driving license and flexibility to travel to other locations as required for on-site support.
- • Degree-level education or equivalent professional experience in a relevant technical field.
🏖️ Benefits
- • Opportunity to work for a Fortune 500, S&P 500-listed global technology leader with a strong reputation for innovation and customer-centric solutions.
- • Access to professional development and certification support, including potential funding for ITIL, PRINCE2, Agile, or other relevant qualifications.
- • Inclusive and equitable workplace culture committed to equal opportunity employment and respect for all individuals regardless of background.
- • Exposure to enterprise-scale IT operations, including collaboration with offshore teams and multi-vendor environments, building valuable cross-functional experience.
- • Clear path for career growth within CDW’s IT Service Operations function, with opportunities to advance into senior technical or leadership roles.
- • Commitment to work-life balance through structured schedules and supportive management practices, despite the onsite requirement.
Skills & Technologies
Remote
Degree Required
About CDW Corporation
CDW Corporation is a Fortune 500 technology solutions provider headquartered in Vernon Hills, Illinois. The company delivers integrated information technology hardware, software, and services to business, government, education, and healthcare customers in the United States, Canada, and the United Kingdom. Its offerings span cloud, cybersecurity, data center, mobility, and collaboration technologies. CDW operates as a value-added reseller and managed services provider, leveraging vendor partnerships with leading technology manufacturers to design, implement, and support complex IT environments. The company was founded in 1984 and trades on the NASDAQ under the symbol CDW.
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