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Location: Hemel hempstead (Head Office)
Contract Type: Permanent
Hours of Work: 24/7 – 12-hour shifts. 4 days, 4 off, 4 nights, 4 off.
Overview:
We are currently looking for a Managed Services Support Analyst to join our Hemel Hempstead based team. In your new role, you will play a vital role in delivering exceptional 1st line support to our external Managed Services customers. Operating in a 24/7 environment, you will be at the heart of our service delivery—combining technical expertise with outstanding customer service.
Key Responsibilities:
- Provide 1st line technical support to Managed Services customers.
- Monitor systems and respond to alerts, resolving or escalating issues as needed.
- Troubleshoot and resolve hardware, software, and network-related problems.
- Accurately log incidents, actions, and resolutions in the ticketing system.
- Follow CAE’s Standard Operating Procedures (SOP) and best practices.
- Escalate unresolved incidents and requests to appropriate teams or third parties.
- Communicate effectively with customers, internal teams, and external vendors.
- Ensure timely updates and feedback to customers on ticket progress.
- Maintain high levels of customer satisfaction through empathy and professionalism.
- Manage multiple tasks and priorities in a fast-paced, 24/7 support environment.
- Adhere to service level agreements (SLAs) and escalation protocols.
- Collaborate with the service desk, NOC, and resolver groups to ensure issue resolution.
Location: Hemel hempstead (Head Office)
Contract Type: Permanent
Hours of Work: 24/7 – 12-hour shifts. 4 days, 4 off, 4 nights, 4 off.
Overview:
We are currently looking for a Managed Services Support Analyst to join our Hemel Hempstead based team. In your new role, you will play a vital role in delivering exceptional 1st line support to our external Managed Services customers. Operating in a 24/7 environment, you will be at the heart of our service delivery—combining technical expertise with outstanding customer service.
Key Responsibilities:
- Provide 1st line technical support to Managed Services customers.
- Monitor systems and respond to alerts, resolving or escalating issues as needed.
- Troubleshoot and resolve hardware, software, and network-related problems.
- Accurately log incidents, actions, and resolutions in the ticketing system.
- Follow CAE’s Standard Operating Procedures (SOP) and best practices.
- Escalate unresolved incidents and requests to appropriate teams or third parties.
- Communicate effectively with customers, internal teams, and external vendors.
- Ensure timely updates and feedback to customers on ticket progress.
- Maintain high levels of customer satisfaction through empathy and professionalism.
- Manage multiple tasks and priorities in a fast-paced, 24/7 support environment.
- Adhere to service level agreements (SLAs) and escalation protocols.
- Collaborate with the service desk, NOC, and resolver groups to ensure issue resolution.
