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IT Support Analyst 1

Requisition ID:  62212
Business Unit:  Meggitt USA Services (3405)
Location: 

Miami, FL, United States, 33178

Innovation is at the heart of everything we do at Meggitt, a worldwide leader in aerospace, defence and selected energy markets. We believe in our vision of ‘Enabling the Extraordinary: To Fly, To Power, To Live”. These core values – teamwork, integrity and excellence – are what have allowed us to become the company we are today. With facilities and over 12,000 employees worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe.

Our Corporate Functions keep our business competitive by providing first-class support from Quality through to Finance and HR.

Headquartered in the UK, Meggitt PLC is a global engineering group specialising in extreme environment components and smart sub-systems for aerospace, defence and energy markets. Some 12,000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil, India and the Middle East.

Job Designation

The IT Helpdesk Analyst I provides day to day Level 1 Service Desk support.  Utilize technical experience and customer service skills to assist end-users resolve incidents and fulfill requests remotely and escalate as needed.  Focus on customer service through the achievement of service response and resolution times as prescribed in Service Level Agreements. Use Knowledgebase and Service Management tools to ensure adequate response and resolution of incidents and fulfillment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with Level 2 and 3 Support Analysts and other MIS team members as opportunities arise.              

 

Job Core Responsibilities

  • Learn and implement approved MIS policies, processes, and procedures
  • Monitor the Service Management queues following  the Service Desk checklist
  • Provide initial response support to the Meggitt sites in the US
  • Log all incidents and service requests in the Service Management system 
  • Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system
  • Resolve incidents and fulfill requests upon initial response where possible
  • Triage all support requests coming to MIS US via the service desk phone, e-mail, and self-service portal
  • Escalate incidents and requests following the escalation and notifications procedure  
  • Collaborate with team members that may be located in another regional office
  • Use Knowledgebase to investigate, diagnose and resolve incidents remotely 
  • Request and/or create knowledge articles in the knowledge base 
  • Meet Service Level Agreements and Continuous Improvement objectives  
  • Share knowledge openly and collaboratively
  • Other tasks assigned by the supervisor 

Job Specifications

Education: University degree (or equivalent work experience) in Computer Science, Engineering, or other technical fields, or Business Administration with relevant IT work experience.
Certifications: Microsoft technical certification in desktop administration or similar 
Years Experience: 2 years of relevant experience
Qualifications & Skills :   

  • At least two years of Service Desk support experience in a high volume call center environment.
  • Strong customer service skills
  • Knowledge of ITIL v3
  • A logical approach to problem-solving 
  • Self-motivated Team player. 
  • Patience and ability to remain calm under pressure 
  • Experience in the day to day support of:
  • Printer Support
  • Desktop Applications
  • Desktop Administration   
  • Windows Support 
  • PC network and internet connectivity 
  • Windows Operating Systems
  • Remote Access Tools 
  • Active Directory 
  • Microsoft Exchange Administration 
  • SharePoint
  • VIP Support 
  • Systematic problem-solving skills 
  • Strong oral and written communication skills 

Meggitt is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-855-474-7665 or HRISon@meggitt.com.

If this position is located in the United States, this job will require use of information which is subject to the International Traffic in Arms Regulations (ITAR). As such, all applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee

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