Service Desk Analyst

2 weeks ago


Hemel Hempstead, Hertfordshire, United Kingdom CAE Technology Services Limited Full time

The RolenAs the CAE Service Desk Analyst, you will play an integral role within the team supporting CAE's internal and external customer base.nAs a Service Desk Analyst within CAE, your primary focus will be to provide 1st line support to CAE's customer base 24x7.nYou will be central to the service desk operation with excellent technical skills combined with first class customer service.

Travel to customer sites may be required on an ad hoc basis.

What you will be doing?nFollowing best practice for Ticket Management as outlined in CAE's Standard Operating Procedure (SOP);nTroubleshooting, diagnosis and resolution of IT issues both hardware and software;nProviding regular feedback to customer regarding the status of their tickets;nProviding exceptional communication between the service desk, end users and resolver groups;nMeeting and exceeding customer specific service level agreements (SLAs);nCreating/updating documentation and knowledgebase;nLiaison with third-party suppliers/vendors;nAbility to communicate at all levels within the business in both written and verbal form;nMaintains a high level of customer service;nHas the confidence to deal with complex complaints and uses empathy to satisfy customer demands;nEnsuring a suitable level of first-time fixes are achieved without escalation;nEvaluate and chase up escalations appropriately to ensure customer demands are met;nMonitoring of customer Servers via Logic


The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

What is needed?nExperience using O365, Active Directory and MSnExcellent telephone manner and good interpersonal skillsnPrevious Service Desk ExperiencenExemplary Communication Skills

DesirednExperience using an ITSM Platform – Service-Now, AutoTask etc

The Company


This is CAE – Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

nWe get recognised in a number of different ways:
nHaving ISO9001 and 27001 certificationsnWith multiple awards from manufacturers including Cisco and Dell TechnologiesnBeing 3 star accredited with the Service Desk InstitutenWithin our industry with shortlists and wins from CRNnand every time we get an order from one of customers – recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectorsnIt is our approach that sets us apart and our people that make us different #thisishowwedoit


What is next?nIf successful, one of our dedicated recruitment team members will be in touch with you for a screening call.

Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback.


Benefits:
nBupa Cash PlannInvestors in Personal DevelopmentnPension SchemenDeath in ServicenStaff Referral SchemenDiscounted Private Medical InsurancenHome & Tech SchemenWill writingnAdditional benefits: Shopping discounts, Length of service awards, BUPA anytime Healthline, Tastecard, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit

CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce.

We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.


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