Service Desk Analyst

New vacancy: Service Desk Analyst

Did you already have your first experience as an IT Service Desk and you are looking to join a global organization? Are you looking for a new role that will give you the opportunity to grow further in IT? And would you like to join an aerospace company with high operating standards? Then the position of the Service Desk Analyst might be a good match!

For our site in Papendrecht, we are looking for a Service Desk Analyst to grow and strengthen our on-site support team. This is a position within a local team with a global reach, as you will be a member of a team which is spread across several sites worldwide. 

As a Service Desk Analyst you have a customer-facing role as you are accountable for providing 1st and 2nd line IT support to all levels of the business. You ensure all calls that are assigned to you are correctly logged and managed and you ensure among others that all requests for IT service and incidents are logged, categorized, updated and resolved. As a member of a global team, in case of escalation other levels of support across the global support team are available. Finally, you are also responsible for adhering to IT service management processes as well as hardware and software standards are maintained in accordance with the ITIL and APQC frameworks.

What you'll do

• Follow all HSE rules & regulations.
• Ensure the provision of a professional, customer focused and efficient IT support service 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.

What you'll bring

• 1+ years’ experience in an IT technical support team (ideally within a manufacturing environment).
• Experience as 1st or 2nd line IT Service Desk.
• Familiarity with working in a large multi-tiered IT support environment is a preference.
• Relevant technical IT qualifications or equivalent experience.
• Ability to prioritize workload and work under deadlines. 
• Service-oriented, self-starter, driven, eager to learn. 
• Strong communication skills and helpful. 
• ITIL Foundation Certified (V3 or V4) would be an advantage.
• Fluency in both Dutch and English language. 

In addition, the role of the Service Desk Analyst may necessitate collaborating within a team with rotating schedules, leading to shifts changes and the need for on-call support during non-standard hours. In addition, while the role is not predominantly physical, it will entail some lifting and transporting of IT equipment as part of a routine setup and relocation tasks.

What we'll offer

We are committed to offer you a challenge but also a great opportunity to learn and grow. We want to offer you a career that can go to many directions thanks to our breadth of international opportunities. By being part of GKN Fokker Aerospace that has proven itself to be at the cutting edge of our industry, you will know that you will be working towards being the most trusted partner in the aerospace industry.

In the role of the Service Desk Analyst, you will belong to a close knitted team. We will support and promote your professional and personal development. Furthermore, we will offer you:

• A gross monthly salary between € 3.189,- and 4.295,- depending on your experience and qualifications and according to the CLA Metalektro,
• 8% holiday allowance,
• 40 paid holidays for full-time employment in line with the Collective Labor Agreement Metalektro (27 holidays and 13 ADV days),
• An excellent pension scheme (PME) and travel allowance,
• Profit sharing scheme,
• A pleasant and informal working environment, in which we work together to achieve the best result for our customers.

Next to a competitive package, we will offer you a world of opportunities: we want to see your career fly! We will support your career progression by providing you with learning and development opportunities.

Extra information

You can apply by clicking on the 'apply' button and attaching your CV and (preferably) your cover letter. For questions you can contact our Talent Acquisition Specialist Joanne Grafton at Joanne.Grafton@fokker.com

Everyone is welcome to apply to GKN Fokker Aerospace. Through our commitment to diversity, inclusion and belonging and by living our five powerful principles we’ve created an environment where everyone can be at their best. We are 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. 

Be part of our journey!