We are recruiting for a Service Desk Analyst role. The Service Desk Analyst provides 1st line support to CAE’s customer base 24×7.  Central to the service desk operation, excellent technical skills should be combined with first class customer services.

Key Responsibilities:

Duties and Responsibilities:

  • To provide 1st line support to CAE’s Internal and External Customers.
  • Ensuring all tickets are resolved to a high level of customer satisfaction.
  • Troubleshooting, diagnosis and resolution of IT problems.
  • Providing regular feedback to clients 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).
  • Following internal processes for assigning tickets to the correct department or individuals.
  • Taking approximately 20 -30 calls per day from users with technical issues, trying to resolve at first contact.
  • Logging all calls and tickets with details of user issues using AutoTask.
  • Managing your queue of tickets, making sure all tickets are updated at least once per day.
  • Resetting passwords using Active Directory.
  • Remotely accessing user’s workstations to troubleshoot the issue.
  • Respond efficiently to enquiries and effectively resolve any issues.
  • Escalate complex incidents to appropriate support members in line with company processes to ensure customer demands are met.
  • Evaluate and chase up escalations appropriately to ensure customer demands are met.
  • Working to Service Level Agreements, such as first response and resolution.
  • Provide a high level of customer service to internal and external customers.
  • Monitoring of customer Servers via LogicMonitor.


Standard responsibilities:


  • Previous experience working within a customer focussed environment.
  • At least 1-year experience working within a Service Desk environment.
  • Excellent telephone manner and good interpersonal skills
  • Exemplary Communication Skills
  • Proactive and responsive nature
  • Desire to deliver world class customer service
  • Willing to follow, improve and devise processes and procedures
  • Awareness of Health and Safety in the Work Place
  • Positive ‘can do’ attitude
  • Able to work under pressure
  • Enthusiastic and willing to learn.
  • Demonstrates an organised approach to work.
  • Demonstrates customer service to a high standard.
  • Strong attention to detail and accuracy in all work.
  • Team Player
  • Knowledge and experience using Active Directory
  • Knowledge and experience using and troubleshooting issues with O365



  • Knowledge and experience using AutoTask
  • Knowledge and experience using and LogicMonitor


Key Performance Indicators

  • Responding to all stakeholder communication within 15 minutes
  • First time fix ratios
  • Proactive updating of all assigned tickets
  • Call Resolution
  • Utilisation
  • Customer Satisfaction (Team and Individual)
  • High quality and thorough documentation of customer work
CAE Recruitment
CAE Recruitment