24 Sep Service Desk Analyst
We are recruiting for a Service Desk Analyst. The CAE Service Desk Analyst will play an integral role within the team supporting CAE’s internal and external customer base.
As a Service Desk Analyst within CAE, your primary focus will be to provide 1st line support to CAE’s customer base.
You 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.
Key Responsibilities and Duties
- Following best practice for Ticket Management as outlined in CAE’s Standard Operating Procedure (SOP);
- 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);
- Creating/updating documentation and knowledgebase;
- 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.
Knowledge & Experience
- Experience using O365, Active Directory and MS Exchange.
- Excellent telephone manner and good interpersonal skills
- Previous Service Desk Experience
- Exemplary Communication Skills
- Experience using an ITSM Platform – Service-Now, AutoTask etc
Qualifications & Training
- Microsoft MCP
- ITIL Foundation