Senior Service Desk Analyst

Fantastic challenges. Amazing opportunities.

 

GKN Aerospace is reimagining air travel: going further, faster and greener! Fuelled by great people whose expertise and creativity sets the standards in our industry, we’re inspired by the opportunities to innovate and break boundaries. We’re proud to play a part in protecting the world’s democracies. And we’re committed to putting sustainability at the centre of everything we do, opening up and protecting our planet. With over 15,000 employees across 41 manufacturing sites in 12 countries we serve over 90% of the world’s aircraft and engine manufacturers. There are no limits to where you can take your career.

Job description

As a Senior Service Desk Analyst you will work with the service desk team acting as a point of escalation for incidents and service requests. You will actively provide support and technical leadership, working closely with the team to ensure they are able to complete their roles effectively and develop their skills in accordance with their roles and future development.

You will work closely with other IT teams and the business to develop and deliver support processes and procedures required to maintain, administer and support IT systems, applications and related hardware in accordance with GKN standards and industry best practices. Troubleshooting, diagnosing and resolving system, software and hardware problems is part of your day.

You will also support front line IT staff and manufacturing operations teams in complicated support related matters and escalations plus the development and deployment of new IT systems and solutions. You will take responsibility for the management and delivery of shop floor IT services to the business at sites without dedicated shop floor support analysts. Documenting, tracking, monitoring, and communicating problems and business risks associated with IT systems to ensure timely resolution and compliance is part of the job.

Key accountabilities

 

• Deliver service desk support services to agreed SLA
• Support the design and deployment of service delivery processes and procedures.
• Troubleshoot/resolve problems associated with supported IT services and where required the shop floor IT manufacturing environment.
• Work with hardware/software vendors to resolve technical support issues and to manage required upgrades.
• Coordinate and work with other IT Teams and regional service desk teams to ensure IT systems meet GKN Aerospace standards in regard to functionality, security, and maintainability.
• Deploy industry best practice approaches and standards.
• Procure and replace hardware components when required.
• Actively monitor supported IT systems infrastructure to manage business systems and security risks. 
• Undertakes and manages scheduled PPM, liaising with the business to agree required service or machine tool downtime.

You will bring

Essential:

• Min 5 years of progressive IT Service Delivery and support experience (ideally in a manufacturing environment)
• Self-driven with a motivation to succeed and provide world class levels of service. 
• Highly developed analytical problem-solving skills.
• Experience delivering large scale IT implementations and projects.
• Experience working in a global, high availability, high demand environment.
• Relevant Degree or equivalent experience
• ITIL Qualified
• Good verbal and written communication skills. Strong documentation skills

Desirable:

• Experience supporting manufacturing IT systems
• Experience working in a virtual, multicultural, global environment.
• Relevant Technical Certifications (not necessarily in service management)
• Experience working as part of project teams
• Experience structuring work into standard workflows and instructions
   

What we will offer

We are committed to offer you a challenge but also a great opportunity to learn and grow. We want to offer you a career that can go to many directions thanks to our breadth of international opportunities. By being part of GKN Fokker Aerospace that has proven itself to be at the cutting edge of our industry, you will know that you will be working towards being the most trusted partner in the aerospace industry.

In the role of the Service Desk Analyst, you will belong to a close knitted team. We will support and promote your professional and personal development. Furthermore, we will offer you:

• A gross monthly salary between € 3.507,- and € 5.089,- depending on your experience and qualifications and according to the CLA Metalektro,
• 8% holiday allowance,
• 40 paid holidays for full-time employment in line with the Collective Labor Agreement Metalektro (27 holidays and 13 ADV da