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IT Service Desk Analyst - El Cajon

Date: Feb 11, 2021

Location: El Cajon, CA, 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 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, categorized, 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.
•    Able to lift up to 50 lbs.
•    Will be required to work rotating 24 hour on-call shifts.


Required Qualifications:


•    A+, N+ or Security+ Certification or 5 years of IT technical support experience
•    1yr of experience as part of a 1st line IT Service Desk support team (prefferably within a manufacturing or large enterprise environment)
•    US Person


Preferred Qualifications:


•    Bi-lingual (Spanish/English) is strongly preferred
•    2nd line Desk Top support and networking experience 
•    Experience working within a large multi-tiered IT support environment
•    Ability to priorities workload and work under pressure
•    Self-directed and able to work with little supervision
•    Excellent customer focus and communication skills
•    Relevant technical IT qualifications or equivalent experience
•    Experience supporting IT systems within a manufacturing environment 
•    Experience working with continuous improvement methodologies

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: San Diego