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For Companies At a Glance
- Tasks: Provide first-line support to customers, troubleshoot IT issues, and ensure high-quality service.
- Company: Boxxe Group, a leading tech partner focused on people and sustainable solutions.
- Benefits: Flexible shifts, career growth opportunities, and a commitment to diversity and inclusion.
- Why this job: Kickstart your IT career while making a real difference in customer support.
- Qualifications: Experience with M365, strong communication skills, and a passion for technology.
- Other info: Join a dynamic team that values sustainability and diverse perspectives.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Boxxe Group, a leading technology partner dedicated to making tech human, is expanding its managed services team at CAE HQ in Hemel Hempstead. Based in Hemel Hempstead, this role embodies Boxxe’s focus on people, purpose and sustainable solutions.
Your Mission
As a Managed Services Support Analyst you will provide first‑line support to CAE’s Managed Services customers on a 24/7 basis (12‑hour shifts, four days on/ four days off). You will resolve incidents, follow structured processes, maintain accurate time logs and communicate effectively across teams. This role builds the foundation for a career in IT while delivering high‑quality, customer‑centric service.
What You’ll Be Doing
- Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
- Manage alerts from the monitoring platform – acknowledge, investigate and resolve where possible.
- Follow ticket management best practice as outlined in CAE’s Standard Operating Procedure (SOP).
- Ensure a high level of first‑time fixes.
- Escalate tickets appropriately and chase them up to meet customer demands.
- Communicate with third‑party vendors via their portals and email.
- Escalate incidents to senior teams when required.
- Maintain effective communication between the service desk, NOC, resolver groups and end users.
- Provide clear written and verbal updates to stakeholders.
- Achieve and exceed customer‑specific SLAs.
- Use empathy to handle complex situations and satisfy customer needs.
- Follow approved customer escalation processes.
What Experience We Think You’ll Need
- Experience with M365, Active Directory and MS Exchange.
- Strong telephone manners and interpersonal skills.
- Adaptable communication style suitable for diverse audiences.
- Ability to build cross‑departmental relationships within Managed Services.
- Passion for supporting technology.
- Team‑orientated mindset that promotes knowledge sharing.
- Strong attention to detail and observational skills.
- Reliability in meeting deadlines.
- Confidence and approachability.
- Experience with an ITSM platform (ServiceNow, Autotask, etc.) – desired but not required.
- Experience with event monitoring platforms – desired but not required.
- Experience with Cisco Meraki dashboards – desired but not required.
- Microsoft MCP, ITIL Foundation or CCENT/CCNA – desired but not required.
At Boxxe we believe business should be about more than profits. Sustainability and inclusive working environments are core values. Boxxe embraces diversity and is an equal‑opportunity employer committed to building a team that reflects a variety of backgrounds and perspectives. All employment is based on qualification, excellence and business need.
Support Analyst employer: boxxe
Contact Detail:
boxxe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Boxxe Group on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Support Analyst role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by practising common support scenarios. Think about how you would troubleshoot specific IT issues, especially with M365 or Active Directory. We want you to show off your problem-solving skills and customer-centric mindset!
✨Tip Number 3
Show your passion for technology! During interviews, share examples of how you've supported tech in the past or how you stay updated with the latest trends. This will demonstrate your enthusiasm and fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Boxxe team!
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Support Analyst. Highlight your experience with M365, Active Directory, and any relevant IT support roles. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about supporting technology and how you can contribute to our team at Boxxe. Keep it friendly and professional – we love a personal touch!
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly. Whether it's in your CV or cover letter, we want to see that you can communicate effectively with diverse audiences.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at boxxe
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of M365, Active Directory, and MS Exchange. Be ready to discuss how you've used these tools in the past and how they relate to the role. This will show that you're not just familiar with the tech but can also troubleshoot effectively.
✨Practice Your Communication Skills
Since this role involves a lot of communication, practice explaining technical issues in simple terms. You might be asked to describe how you would handle a complex situation with a customer, so think about examples where you've successfully communicated with diverse audiences.
✨Familiarise Yourself with Ticket Management
Get to grips with ticket management best practices, especially if you have experience with ITSM platforms like ServiceNow or Autotask. Be prepared to discuss how you would manage incidents and ensure first-time fixes, as this is crucial for meeting customer SLAs.
✨Show Your Team Spirit
Boxxe values a team-oriented mindset, so come ready to share examples of how you've collaborated with others in previous roles. Highlight any experiences where you promoted knowledge sharing or built cross-departmental relationships, as this will resonate well with their culture.
