Service Desk Analyst
GKN Aerospace
full-time
Posted on:
Location Type: Office
Location: Muncie • 🇺🇸 United States
Visit company websiteJob Level
Junior
Tech Stack
ITSM
About the role
- Provide 1st and 2nd line IT support to all levels of the business within agreed SLAs
- Ensure all requests for IT service and incidents are logged, categorised, updated as required and resolved or correctly escalated
- Ensure agreed IT service management processes are adhered to
- Monitor call queues and manage potential SLA breaches
- Assist in training requirements and in the development and implementation of best practices
- Collaborate as part of a multi skilled global IT team
Requirements
- Min 1yr IT technical support experience (ideally including support within a manufacturing environment)
- Experience working as part of a 1st and 2nd line IT Service Desk support team
- Ability to priorities workload and work under pressure
- Excellent customer focus and communication skills
- ITIL Foundation Certified (V3 or V4)
Benefits
- Fantastic challenges
- Amazing opportunities
- Best training on offer in the industry
- Accessible recruitment process
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT support1st line support2nd line supportIT service managementincident managementservice deskSLA managementcall queue monitoringbest practices development
Soft skills
customer focuscommunication skillsworkload prioritizationability to work under pressurecollaboration
Certifications
ITIL Foundation Certified