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Service Desk Analyst - Amityville, NY

Date: Oct 7, 2021

Location: Amityville, NY, US

Company: GKN Aerospace Careers

About Us

GKN Aerospace is the world’s leading multi-technology tier 1 aerospace supplier. With 50 manufacturing locations in 15 countries, we serve over 90% of the world’s aircraft and engine manufacturers. We design and manufacture innovative smart aerospace systems and components. Our technologies are used in aircraft ranging from the most used single aisle aircraft and the largest passenger planes in the world to business jets and the world’s advanced 5th generation fighter aircraft.

About the opportunity

GKN Aerospace is a global engineering business. Every time you travel by air almost anywhere in the world, it is likely that GKN is helping you on your way. We design, manufacture and service systems and components for original equipment manufacturers around the world. We are continuously evolving, pioneering new technologies and reinventing existing ones, stretching ourselves to be better in everything we do.

We are looking for people who want to make a difference, talented members with the skills and passions to become the best of the future in what they do.

Job Summary

The Service Desk Analyst is accountable for managing the daily activities and tasking of the Service Desk teams across their designated region, providing 1st and 2nd line customer and manufacturing IT support to all levels of the business within agreed SLA’s.   They are accountable for ensuring all calls within their region are correctly logged and managed. This includes, but is not limited to ensuring all requests for IT Service and incidents are logged, categorized, updated as required and appropriately assigned and distributed to the team members under their leadership. They ensure where appropriate calls are correctly escalated to other levels of support across the global support team. They are also responsible for ensuring agreed service management processes are adhered to by the team and hardware and software standards are maintained in a way consistent with the ITIL and APQC framework.

Job Responsibilities

  • Installation, maintenance, and troubleshooting of mobile devices, network & server equipment, workstations, sounds systems, printers, IP Phones, projectors, and video conferencing systems.
  • Perform PC Hardware deployments, and turnover and asset management.
  • Work directly with Infrastructure & Application teams to support customers.
  • Excellent customer relationship, communication, and interpersonal skills.
  • 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.                                                                     
  • Perform routine call trend and root cause analysis to identify recurring themes to feed into problem management and CSI planning.
  • Work with the Regional Service Desk Manager to provide requested reporting information required to monitor team performance against agreed targets and SLA’s.
  • Ensure agreed improvement activities are successfully implemented and adopted by all members of the team.
  • Identify local team and end user training requirements and work with the Regional  Service Desk Manager and the wider business to create and deliver training as required.
  • Act as a point of escalation and provide IT advice and expertise for both your team and customers.
  • Work as an effective member of a multi skilled global IT team demonstrating leadership qualities.
  • Build and develop a high performing team whilst acting as an expert, role model and mentor.

Job Qualifications

Required Qualifications

  • 2+ years IT technical desktop support experience required.
  • High school diploma or equivalent required.
  • Ability to lift/move up to 50 lbs required.
  • Ability to prioritize and organize work effectively in a high volume, fast paced environment required.
  • Must be able to perform work subject to ITAR/EAR regulations and/or program requirements.


Preferred Qualifications

  • Bachelor’s Degree preferred.
  • ITIL Foundation Certified (V3 or V4) preferred.
  • Manufacturing industry/environment experience preferred.
  • Experience supervising and tasking 1st and 2nd line IT support staff. 
  • Experience working in a leadership role managing technical IT resources.
  • Experience working with continuous improvement methodologies.
  • Experience managing virtual teams across multiple geographies.
  • Ability to priorities workload and work under pressure.
  • Excellent customer focus and communication skills.

Diversity Inclusion and Belonging (DIB)

As a global engineering company, innovation is what differentiates us from our competitors and is central to our success.

A balance of cultures, ethnicities and genders help bring new ideas and creativity to GKN. We need people of different backgrounds, with different skills and perspectives to spark originality, imagination and creativeness in our teams around the world.

GKN is an equal opportunity employer.

We treat all our employees and applicants fairly and are committed to ensuring that there is no discrimination or harassment against any employee or qualified applicant on the grounds of age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status or any other characteristic protected by law.


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Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty