IT Service Desk Engineer
IT Service Desk Engineer
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Job Description
IT Service Desk Engineer
About Us
GKN Automotive is the market leader in conventional allwheel and electrified drive systems and solutions. With a comprehensive global footprint we design develop manufacture and integrate an extensive range of driveline technologies for over 90 of the worlds car manufacturers.
Role purpose
The IT Service Desk Engineer will be the main point of contact for all ITrelated issues and requests. This role ensures that incidents and service requests are handled efficiently either by resolving them directly or bringing up them appropriately. The goal is to deliver highquality support and maintain customer satisfaction through a single point of service. Please note that this role is based onsite and regular presence in the office is required. This ensures effective collaboration with the team close engagement with internal stakeholders and smooth daytoday operations.
Key responsibilities
Service Desk Operations
Act as the main point of contact for all ITrelated inquiries incidents and service requests.
Log prioritize and assign incidents and requests using the ticketing system.
Provide Level 1 support for all IT issues ensuring prompt resolution of common technical problems.
Monitor ticket queues to ensure timely resolution in line with Service Level Agreements (SLAs).
Communicate incident status updates to users in a clear and concise manner.
Escalation and collaboration
Bring up complex issues to Level 2 or specialized support teams while ensuring effective communication.
Liaise with other IT teams to provide a seamless support experience for endusers.
Track critical issues to ensure a prompt and appropriate response.
User Support and Training
Assist endusers in using collaboration tools applications and IT systems effectively.
Provide basic training or information sessions on frequently used tools and processes.
Develop userfriendly guides and documentation for common support topics.
Continuous Improvement
Identify recurring issues and recommend longterm solutions to reduce incident volumes.
Contribute to the knowledge base by documenting troubleshooting steps for common issues.
Participate in regular team meetings to review incident trends and share best practices.
Values & Behaviours
Ingenious: Manages complexity
Makes sense of complex high quantity and sometimes contradictory information to effectively solve problems. For example asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex ambiguous situations.
Ingenious: Driving continuous improvement
Knows the most effective and efficient processes to get things done with a focus on continuous improvement. For example uses metrics and benchmarks to monitor accuracy and quality. Takes steps to make methods productive and efficient. Promptly and effectively addresses process breakdowns.
Ingenious: Innovative thinking
Creates new and better ways for the organization to be successful. For example approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others creative ideas and solutions and provides useful input to enhance them.
Ingenious: Effective decision making
Makes good and timely decisions that keep the organization moving forward. For example consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart independent action in urgent and nonroutine situations knows when to call out for others involvement.
Collaborative: Growth mindset
Learns through experimentation when tackling new problems using both successes and failures as learning fodder. For example relishes new or unusual problems; seeks others input and experiments with own ideas. Easily learns the essence of difficult issues and concepts. Investigates and discusses own mistakes to learn from them.
Principled: Accountability
Holds self and others accountable to meet commitments. For example accepts responsibility for own work both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
Principled: Communicates effectively
Develops and delivers multimode communications that convey a clear understanding of the unique needs of different audiences. For example disseminates knowledge insights and updates in a polished precise and compelling manner. Demonstrates a deep interest in others comments. Creates rich documents and reports.
Driven: Early technical adopter
Anticipates and adopts innovations in businessbuilding digital and technology applications. For example investigates technologies to learn some innovative best practices. Uses digital/social media to benefit the team and make valuable contributions to the work being done; understands how to avoid misuse of these tools.
Driven: Empowering
Provides direction delegating and removing obstacles to get work done. For example asks questions to understand the desired outcomes for the role; confirms accountabilities with others so that work can be done effectively and efficiently; informs stakeholders when there are delays or problems that will affect them.
Driven: Prioritisation
Plans and prioritizes work to meet commitments aligned with organizational goals. For example strengthens alignment and coordination between own work and others providing wellsequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.
Skills
Professional Experience
Minimum 2 years of experience in IT service desk or Level 1 support roles.
Experience in customer service or ITrelated support functions.
Technical Expertise
Solid understanding of Windows environments.
Familiarity with ITSM tools (e.g. Xurrent ServiceNow Jira).
Basic understanding of networking concepts hardware and software troubleshooting.
Experience with collaboration tools (e.g. Microsoft Teams Zoom).
Soft Skills
Good communication and interpersonal skills.
Ability to manage multiple tasks under pressure while maintaining high customer satisfaction.
Strong problemsolving abilities and attention to detail.
Ability to work independently and as part of a team
Certifications and Additional Skills
ITIL Certification (highly desirable)
Education
Bachelors degree in Computer Science Information Technology or a related field.
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Employment Type
Full-Time
