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Service Desk Analyst

Date: Feb 20, 2021

Location: Jingjiang, CN

Company: GKN Aerospace Careers

Job Summary

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