Share this Job

Service Desk Analyst

Date: Dec 29, 2021

Location: Bangalore, IN

Company: GKN Aerospace Careers

About Us

GKN Aerospace is the world's leading multi-technology tier 1 aerospace supplier. With 51 manufacturing locations in 14 countries, we serve over 90% of the world”s aircraft and engine manufacturers. We design and manufacture innovative smart aerospace systems and components. Every time you travel by air almost anywhere in the world, it is likely that GKN is helping you on your way.

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 a customer facing role accountable for providing 1st and 2nd line IT support to all levels of the business within agreed SLA’s. 
The Service Desk Analyst is customer focused and accountable for ensuring all calls assigned to them are correctly logged and managed. This includes, but is not limited to ensuring all requests for IT service and incidents are logged, categorised, updated as required and resolved or where necessary correctly escalated to other levels of support across the global support team. They are also responsible for ensuring agreed IT service management processes are adhered to and hardware and software standards are maintained in a way consistent with the ITIL and APQC frameworks.

Job Responsibilities

  •      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.
  •      Packaging of existing software applications for deployment via SCCM 
  •      Development of the Amelia ITSM system through the creation of request templates, workflows and automations

Job Qualifications

  •     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 and working with ITIL ITSM methodologies and tooling
  •      Ability to priorities workload and work under pressure
  •      Excellent customer focus and communication skills 
  •      ITIL Foundation Certified (V3 or V4)


  •      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
  •      Experience with programming, Application packaging and software development
  •  with scripting languages including PowerShell and PS AppDeployment kit,  Rest API (Curl), HTML and Java Script

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.

5 Principles