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GKN Aerospace · 2 days ago

Service Desk Analyst

Muncie, IN

Full-time

Onsite

Entry Level

1+ years exp

GKN Aerospace is reimagining air travel and is committed to sustainability and innovation. The Service Desk Analyst role focuses on providing 1st and 2nd line IT support, ensuring customer satisfaction, and adhering to IT service management processes.

AerospaceCommercialManufacturing

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 SLAs

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

Qualification

IT technical support1st2nd line supportITIL Foundation CertifiedCustomer focusCommunication skillsPrioritization skillsContinuous improvement methodologiesTechnical IT qualifications