Senior Service Desk Analyst

Fantastic challenges. Amazing opportunities.

GKN Aerospace is reimagining air travel : going further, faster and greener! Fuelled by great people whose expertise and creativity sets the standards in our industry, we’re inspired by the opportunities to innovate and break boundaries. We’re proud to play a part in protecting the world’s democracies. And we’re committed to putting sustainability at the centre of everything we do, opening up and protecting our planet. With over 15,000 employees across 41 manufacturing sites in 12 countries we serve over 90% of the world’s aircraft and engine manufacturers. There are no limits to where you can take your career.

Job description

As a Senior Service Desk Analyst you will work with the service desk team acting as a point of escalation for incidents and service requests. You will actively provide support and technical leadership, working closely with the team to ensure they are able to complete their roles effectively and develop their skills in accordance with their roles and future development.

You will work closely with other IT teams and the business to develop and deliver support processes and procedures required to maintain, administer and support IT systems, applications and related hardware in accordance with GKN standards and industry best practices. Troubleshooting, diagnosing and resolving system, software and hardware problems is part of your day.

You will also support front line IT staff and manufacturing operations teams in complicated support related matters and escalations plus the development and deployment of new IT systems and solutions. You will take responsibility for the management and delivery of shop floor IT services to the business at sites without dedicated shop floor support analysts. Documenting, tracking, monitoring, and communicating problems and business risks associated with IT systems to ensure timely resolution and compliance is part of the job.

Key accountabilities

• Deliver service desk support services to agreed SLA
• Support the design and deployment of service delivery processes and procedures.
• Troubleshoot / resolve problems associated with supported IT services and where required the shop floor IT manufacturing environment.
• Work with hardware / software vendors to resolve technical support issues and to manage required upgrades.
• Coordinate and work with other IT Teams and regional service desk teams to ensure IT systems meet GKN Aerospace standards in regard to functionality, security, and maintainability.
• Deploy industry best practice approaches and standards.
• Procure and replace hardware components when required.
• Actively monitor supported IT systems infrastructure to manage business systems and security risks.
• Undertakes and manages scheduled PPM, liaising with the business to agree required service or machine tool downtime.

You will bring

Essential :

Desirable :

What we will 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 :

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.

How to apply

We’ll offer you fantastic challenges and amazing opportunities. This is your chance to be part of an organisation that has proven itself to be at the cutting edge of our industry; and is committed to pushing the boundaries even further. And with some of the best training on offer in the industry, who knows how far you can go?

A Great Place to work needs a Great Way of Working

Everyone is welcome to apply to GKN. We believe that we can only achieve our ambitions through a coming together of diverse minds who enjoy collaborating in an inspirational environment. Through our commitment to diversity, inclusion and belonging and by living our five powerful principles we’ve created a culture where everyone feels welcome to contribute. It’s a culture that won us ‘The Best Workplace Culture Award’. By embracing and celebrating what makes us unique we encourage everyone to bring their full self to work.

We’re 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.

We are the place where human dreams, plus human endeavour, shape the future of aerospace innovation and technology. ​