Licensing Help Desk 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.
* Job Summary
* The Licensing Help Desk Specialist is responsible for daily management of operational activities assigned to the software team. The incumbent is responsible for ensuring accuracy of all software orders. In addition, the Licensing Help Desk Specialist confirms all orders and fulfills compliance and contract requirements. The Licensing Help Desk Specialist provides process improvement recommendations. Fact finding and research are required to understand the business requirements and design processes that meet those needs.
* What you will do:
* • Ensure accuracy of orders submitted through the router. • Analyze product mix on orders and/or quotes and makes upsell and cross sell recommendations as appropriate. • Assist with Software Assurance Benefits (SAB) activation calls and walkthroughs on Microsoft's Volume Licensing Service Center (VLSC) site. Participate in campaigns focused on driving upsell goals. • Enter all anniversary orders into SPS within Microsoft timelines. • Provide Licensing Specialists with information that supports achievement of On-time Renewals and True-ups. • Support software licensing specialists and account managers with operational and administrative tasks associated with licensing tasks. • Respond to email or phone inquiries from Account Managers and Account Executives. • Become a subject matter expert for all assigned software and order processes. • Continuously identify opportunities for process development and improvement. • Responsible management of accuracy for all assigned software orders. • Respond to all Select Plus Proration Requests utilizing Microsoft Proration Tool. • Provide quality assurance by checking and ensuring all steps for software agreements are followed. • Proactively manage the Select/Select Plus annual payment orders. • Handle order escalations with internal departments and vendors. • Submit Microsoft Licensing Statement (MSL) requests. • Handle inbound Microsoft Inside Territory Manager (ITM) requests. • Handle Next Generation Volume Licensing (NGVL) requests. • Assist with EA Workbook and True Up Worksheet builds. • Create Microsoft contracts upon request. • Provide guidance to sales on quotes and opportunity pricing based on established pricing structures. • Engage with internal departments such as Purchasing, PPM, Finance and the Bid Desk to assist in the completion of daily operational requests Effective management of software practice tools. • Act as escalation point for all contractor requests. • Achieve necessary certifications in assigned license programs as needed. • Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.
* What we expect of you:
* • Associate's degree in business or equivalent experience • 2-yrs experience with MS Office applications (Word, Outlook, PowerPoint) • 2-yrs customer service experience • Strong communication skills both orally and written using a variety of style and techniques appropriate to the audience • Strong analytical skills. Demonstrated ability to understand data finding to draw conclusions an develop actionable recommendations • Proven track record of high satisfaction ratings from project stakeholders • Strong internal and external customer focus • Committed to building and maintaining strong working relationships with management and staff • Demonstrated strict attention to detail, accuracy and completeness • Ability and willingness to conduct research and learn new systems/reports • Well organized with the ability to prioritize project work • Must work proactively and balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines • Ability to work in a fast-paced environment. • Proficient with Microsoft Outlook, Word and Excel in addition to basic computer knowledge • Strong organization and time management skills • Good communication skills with internal and vendor stakeholders • Proven ability to proactively collaborate and build relationships, take initiate and creatively problem solve • Maintain positive working relationships with management and staff • Ability and willingness to travel up to 25% or as needed to other CDW locations of client sites • Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines. Ability to travel as needed. Experience in similar role. Pay range: $15/hour-$25.40/hour depending on experience and skill set Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* 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.