Senior Service Desk Analyst

Senior role within the service desk team acting as a point of escalation for incidents and service requests. Actively provides support and technical leadership, working closely with service desk analysts to ensure they are able to complete their roles effectively and develop their skills in accordance with their roles and future development.

Works 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.

Supports front line IT staff and manufacturing operations teams in complicated support related matters and escalations. Supports the development and deployment of new IT systems and solutions. Takes responsibility for the management and delivery of shop floor IT services to the business at sites without dedicated shop floor support analysts.

Documents, tracks, monitors, and communicates problems and business risks associated with IT systems to ensure timely resolution and compliance.

• 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.
• Actively works with automating IT service management and support delivery.
• Work with the following Key Processes
  
  
  
  • Incident Management: log all incidents and resolve as quickly as possible.
  • Request Fulfilment; manage all requests to resolution or escalation, measuring against SLA, triggering and reporting.
  • Change Management; manage approved changes from Build into Run
  • Hardware Lifecycle Management; client asset lifecycle management within region
  • Asset & Configuration Management; manage resources and configurations required to deliver services to agreed SLA.
  • Continual Service Improvement: continually looking at existing systems and services and actively looking for ways to improve them.
  • Knowledge Management; manage the documentation and dissemination of knowledge within the Service Desk teams and wider business globally.
  
  
  
  

Required Qualifications:

• Bachelor's Degree in Information Technology or related field OR relevant work experience in lieu of degree
• 5+years of progressive IT Service Delivery and support experience (ideally in a manufacturing environment)
• 2+ years of Leadership/Supervisory Experience
• Must be a US Persons (US Citizen, Green Card Holder / US permanent resident, refugee or asylee) to meet export control compliance requirements

Preferred Qualifications:

• Experience supporting manufacturing IT systems
• ITIL Qualified
• Bilingual (Spanish/English)
• Aerospace Industry experience is preferred
• 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.
• Good verbal and written communication skills. Strong documentation skills
• Experience working in a virtual, multicultural, global environment.
• Technical certifications in service management etc.
• Project Manager experience

The compensation range for this position is between $38 - $39 per hour.