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.