Senior Service Desk Technician

Job Summary

Senior role with in the service desk team acting as a point of escalation for incidents and service requests. Actively provides support and technical leadership working closely with service desk analysts to ensure they are able to complete their roles effectively and develop their skills in accordance with their roles and future development.

Works closely with other teams and the business to develop and deliver support processes and procedures required to maintain administer and support systems applications and related hardware in accordance with GKN standards and industry best practices. Troubleshooting diagnosing and resolving system software and hardware problems.

Supports front line staff and manufacturing operations teams in complicated support related matters and escalations. Supports th e development and deployment of new systems and solutions. Takes responsibility for the management and delivery of shop floor services to the business at sites with out dedicated shop floor support analysts.

Documents tracks monitors and communicates problems and business risks associated with systems to ensure timely resolution and compliance.

Job Responsibilities

• 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 services and where required the shop
  floor manufacturing environment.
• Work with hardware/software vendors to resolve technical support issues and to manage required
  upgrades.
• Coordinate and work with other Teams and regional service desk teams to ensure
  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 systems in frastructure to manage business systems and security risks.
• Undertakes and manages scheduled PPM liaising with the business to agree required service
  or machine tool downtime.
• Actively works with automating service management and support delivery.
• Work with the following Key Processes
• Incident Management: log all incidents and resolve as quickly as possible.
• Request Fulfilment; manage all requests to resolution or escalationmeasuring against SLA
  triggering and reporting.
• Change Management; manage approved changes from Buid in to Run
• Hardware Lifecycle Management; client asset lifecycle management with in region
  Asset & Configuration Management; manage resources and configurations required to deliver
  services to agreed SLA.
• Continual Service improvement: continually looking at existing systems and services and actively looking for ways to improve them.
• Knowledge Management manage the documentation and dissemination of knowledge with in the Service Desk teams and wider business globally.

Job Qualifications

:

• Bachelorrs Degree in formation Technology or related field OR 5 plus years relevant work experience in lieu of degree
• 5 years of progressive IT Service Delivery and support experience (ideally in a manufacturing environment)
• 2 years of Leadership/Supervisory Experience
• Must be a U S Persons (U S Citizen l Green Card Holder / U S permanent resident refugee or asylee) to meet export control compliance requirements

Preferred:

• GKN Experience
• Experience supporting manufacturing T systems T L Qualified
• Bilingual (Spanish/English)
• Aerospace ndustry experience is preferred
• Self-driven with a motivation to succeed and provide world class levels of service. Highly developed analytical problem-solving skills.
• Experience delivering large scale implementations and projects.
• Experience working in a global high availabilityl high demand environment.
• Good verbal and written communication skills.
• Strong documentation skills