Managed Services Support Analyst - Shift Position 1

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.