Microsoft Operations Desk Specialist

CDW

5d•$15 - $25

About The Position

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. The Microsoft Operations 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 Microsoft Operations Desk Specialist confirms all orders and fulfills compliance and contract requirements. The Microsoft Operations Desk Specialist provides process improvement recommendations. Fact finding and research are required to understand the business requirements and design processes that meet those needs.

Requirements

Associate’s degree in Business or IT. Or, 2+ years of job experience in an equivalent position.
2+ years of experience with MS Office applications (Word, Outlook, PowerPoint).
2+ years of 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.
Ability to understand, remember, and apply oral and/or written instructions or other information.
Ability to multi-task, organize and prioritize.
Ability and willingness to travel as needed to other CDW locations or client sites.

Responsibilities

Create, maintain, and update Microsoft licensing agreements, including MPSA, Open Value (OV/OVE), Select Plus, CSP/NCE, and EA operational requests (non quoting).
Process new agreement creation, renewals, anniversary updates, and contract information changes.
Manage Change of Channel Partner (COCP) requests and partner of record updates in coordination with Microsoft.
Support EA operational items such as contact changes, partner changes, and zero true ups.
Handle all work via Salesforce Quick Cases, ensuring accurate intake, documentation, and timely progression to work in progress
Triage and resolve a wide variety of Microsoft operational cases, including one touch and complex scenarios.
Meet operational SLAs, with an expectation that cases move to WIP within established timelines.
Process Annual Billing Statements (ABS), MLS reports, and billing related documentation.
Support bid requests, invoice bids, and transactional releases tied to Microsoft agreements.
Assist with perpetual license transfers, new EDC creation, and agreement level operational corrections.
Work across Microsoft and CDW systems including Salesforce, Volume Licensing Central (VLC), VLPC, SPS, AS400, and related Microsoft portals
Interpret and apply Microsoft program rules to ensure compliance and operational accuracy.
Serve as an internal subject matter resource for Account Managers, SSA teams, Renewals, Cloud Operations, and Sales Operations.
Participate in SSA pod calls, team meetings, and required trainings to stay aligned on program and process changes.
Provide guidance on where work should be routed when requests fall outside MOD scope (e.g., SSA, Renewals, Cloud Ops).
Identify recurring issues in case intake, forms, and workflows and provide feedback for process improvements.
Contribute to internal documentation, training materials, and knowledge sharing to improve seller experience and reduce rework.
Adapt to ongoing Microsoft, tooling, and go to market changes while maintaining operational consistency.
Become a subject matter expert for all assigned software and order processes.