Service Desk Analyst

Job Summary

The Service Desk Analyst is a customer facing role accountable for providing 1st and 2nd line IT support to all levels of the business within agreed SLAs.

The Service Desk Analyst is customer focused and accountable for ensuring all calls assigned to them are correctly logged and managed. This includes, but is not limited to ensuring all requests for IT service and incidents are logged, categorised, updated as required and resolved or where necessary correctly escalated to other levels of support across the global support team. They are also responsible for ensuring agreed IT service management processes are adhered to and hardware and software standards are maintained in a way consistent with the ITIL and APQC frameworks.

Job Responsibilities

• Required to follow all HSE rules & regulations.
• Ensure a professional, customer focused and efficient IT support service are provided by all team members to the business in line with agreed SLA2;s.
• Educate and guide the local IT community and customers on the correct processes to log issues and request IT services and ensure these processes are followed.
• Ensure call queues are consistently monitored and potential SLA breaches are proactively identified and managed.
• Ensure team workload is fairly and evenly distributed amongst team members maintaining efficiency and continuity in the event of team absence.
• Assist in the development and implementation of best practice. Proactively identify potential improvement activities as part of a continual service improvement culture.
• Assist with routine call trend and root cause analysis to identify recurring themes to feed into problem management and CSI planning.
• Ensure agreed improvement activities are successfully implemented and adopted by all members of the team.
• Identify local team and end user training requirements and assist in the creation of knowledge and training materials as required.
• Escalate issues and problems as you become aware of them and provide IT advice and expertise for both members of your team and customers.
• Work as an effective member of a multi skilled global IT team demonstrating professionalism and customer focus at all times.

Job Qualifications

Required :

Preferred :

Well offer you fantastic challenges and amazing opportunities. This is your chance to be part of an organisation that has proven itself to be at the cutting edge of our industry; and is committed to pushing the boundaries even further. And with some of the best training on offer in the industry, who knows how far you can go?

A Great Place to work needs a Great Way of Working

Everyone is welcome to apply to GKN. We believe that we can only achieve our ambitions through a coming together of diverse minds who enjoy collaborating in an inspirational environment. Through our commitment to diversity, inclusion and belonging and by living our five powerful principles weve created a culture where everyone feels welcome to contribute. Its a culture that won us The Best Workplace Culture Award. By embracing and celebrating what makes us unique we encourage everyone to bring their full self to work.

Were also committed to providing an accessible recruitment process, so if you require reasonable adjustments at any stage during our recruitment process please get in touch and let us know.

We are the place where human dreams, plus human endeavour, shape the future of aerospace innovation and technology.

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