AdresFantastic 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.
Will you strengthen the IT team as a Service Desk Analyst?
Join our hard working and service delivering IT Team in Papendrecht! As a Service Desk Analyst you will fulfill a customer facing role accountable for providing 1st and 2nd line IT support to all levels of the business. You will ensure all calls that are assigned to you are correctly logged and managed. This includes, but is not limited to ensuring all requests for IT service and incidents are logged, categorized, updated and resolved. In case of escalation other levels of support across the global support team are available. Besides this you are also responsible for the adhere of IT service management processes and hardware and software standards are maintained in a way consistent with the ITIL and APQC frameworks.
Key accountabilities
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 SLA’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.
Qualifications
Essential:
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)
Desirable:
Experience working within a large multi-tiered IT support environment
Relevant technical IT qualifications or equivalent experience
Experience supporting IT systems within a manufacturing environment
Experience working with continuous improvement methodologies
Travel requirement
- Required for travel nationally and regionally. Occasional global travel may be required.
Physical requirements or other local role requirements
Role may require individual to work as part of a team rota resulting in changing shift patterns and requirement to provide support on an on call basis out of hours
Role is not overly physical but will involve a level of lifting and carrying of IT equipment as part of regular equipment moves and setup
Our offer
Once you’re on board you’ll get the following perks and benefits:
Salary: medior grade H of the Metalektro CLA (depending on experience: jr or sr scale)
8% Holiday Allowance
27 days holiday + 13 ADV
Commuting Allowance
Applicable Conditions; CLA Metalektro and GKN Fokker Handbook
Pension – Fully meeting the provisions of the metal industry via the PME pension fund
Voluntary Health Insurance
Voluntary Other Insurances
We’ll 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 we’ve created a culture where everyone feels welcome to contribute. It’s 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.
We’re 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.
