Senior Service Desk Analyst 24/7

Senior Service Desk Analyst

The Role

The Senior Service Desk analyst will play an integral role within the team supporting CAE’s internal and external customer base while ensuring the co-ordination of the day-to-day BAU tasks are carried out throughout the shifts. Being available as an escalation point for CAE’s Service Desk Analysts and being empowered to make critical decisions.

As a Senior Analyst your primary focus will be to co-ordinate BAU tasks, maintain ticket volumes, coaching and developing the Service Desk Analysts, approving & maintaining up-to-date knowledge articles, and participating in taking inbound calls during peak periods of the shift to ensure that we are adhering to our customer specific SLA’s.

Please note you will be working a shift pattern of 4 days on 4 days off and a mixture of nights and days.

What you will be doing?

  • Acting as an escalation point for the service desk analysts ensuring that relevant information has been captured and documented prior to escalation
  • Critical decision making such as acting on escalations for internal & external and appropriately raising calls to on-call as an example.
  • Assisting in floor walker duties to ensure the service desk analysts are carrying out the appropriate troubleshooting and following the correct processes/procedures.
  • Co-ordinating BAU Tasks and priority tickets throughout the shift
  • Identifying, developing, and implementing opportunities for continual service improvement
  • Following best practice for Ticket Management as outlined in CAE’s Standard Operating Procedure (SOP);
  • Pro-active ticket analysis to identify on-going problems and working closely with the infrastructure team to invoke the problem management process
  • Working with Service Desk team leaders to identify skill gaps and training requirements within the team
  • Troubleshooting, diagnosis and resolution of IT issues both hardware and software;
  • Providing regular feedback to customer regarding the status of their tickets
  • Providing exceptional communication between the service desk, end users and resolver groups
  • Meeting and exceeding customer specific service level agreements (SLAs)
  • Responsible for reviewing and approving new knowledge base articles. Making updates to existing knowledge articles to ensure the information is up to date and correct.
  • Working closely with the Infrastructure team
  • Liaison with third-party suppliers/vendors
  • Ability to communicate at all levels within the business in both written and verbal form
  • Maintains a high level of customer service;
  • Has the confidence to deal with complex complaints and uses empathy to satisfy customer demands;
  • Ensuring a suitable level of first-time fixes are achieved without escalation;
  • Evaluate and chase up escalations appropriately to ensure customer demands are met
  • Monitoring of customer Servers via Logic Monitor.

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?

  • Experience using O365, Active Directory and MS Exchange.
  • Excellent telephone manner and good interpersonal skills
  • Exemplary Communication Skills
  • Experience using an ITSM Platform – Service-Now, AutoTask etc
  • Critical Decision Making
  • Previous experience using monitoring platform (Logic Monitor etc)


  • Shift Co-ordination Skills
  • Problem, Incident & Change Management experience
  • Previous experience working for an MSP

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.

We get recognised in a number of different ways:

  • As a Sunday Times Top 100 Best Places to Work
  • With a Glassdoor score of 4.1
  • Having ISO9001 and 27001 certifications
  • With multiple awards from manufacturers including Cisco and Palo Alto
  • As part of the Sunday Times International Track 200 for fast growing exports
  • Being 3 star accredited with the Service Desk Institute
  • Within our industry with shortlists and wins from CRN and Comms dealer magazines
  • and 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 sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

What is next?

If 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.


  • Bupa Cash Plan
  • Investors in Personal Development
  • Pension Scheme
  • Death in Service
  • Staff Referral Scheme
  • Private Medical Insurance
  • Tech Scheme
  • Will writing
  • Additional 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.