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Service Desk Analyst

Requisition ID:  42963
Business Unit:  Meggitt Aerospace Central (1428)
Location: 

Coventry, COV, United Kingdom, CV6 4AA

 

We are Meggitt, we work closely with our customers, and we deliver technologically differentiated systems and products with high certification requirements in Aerospace, Defence and selected Energy markets. At Meggitt our key values are collaborating and building trusted global relationships through TEAMWORK, conducting ourselves with INTEGRITY, striving for operational EXCELLENCE. These core values allow us to become the great company we are today with over 12,000 employees across the globe.

 

Division

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 11,000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil, India and the Middle East.

                       

Meggitt’s civil aerospace presence covers large commercial transports, regional aircraft, business jets, helicopters and general aviation. Its defence markets cover all military aircraft types, land systems, naval platforms and aerial, land-based and marine threat simulation training and weapons systems development. The firearms element of this capability extends into law enforcement and security organisations.

 

The group’s growing presence in energy is driven by our core fluid controls, heat management and sensing and monitoring capabilities, many of which are deployed to help reduce the maintenance costs, fuel consumption and carbon emissions of industrial gas and steam turbines.

Role Summary

Provide day to day Level 1 Service Desk support.  Utilize technical experience and customer service skill to assist end users resolve incidents and fulfil requests remotely, and escalate as needed.  Focus on customer service through achievement of service response and resolution times as prescribed in Service Level Agreements. Use Knowledge base and Service Management tools to ensure effective response and resolution of incidents and fulfilment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with Level 2 and 3 Support Analysts, as well as other MIS team members as opportunities arise. 

Core Responsibilities
  • Learn and implement approved MIS policies, processes and procedures
  • Monitor the Service Management queues following  the Service Desk checklist
  • Respond to queries over the phone, using remote software, or via email
  • Provide initial response support to the Meggitt sites in the UK
  • 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 UK 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 Knowledge base to investigate, diagnose and resolve incidents remotely
  • Request and/or create knowledge articles in the knowledge base
  • Working to SLAs & KPIs set by the business in order to successfully deliver results
  • Liaise with both internal and external resolver teams, dealing with 3rd party providers
  • Assist with extended service desk cover on the weekend on a rotational basis
Skills, Knowledge & Abilities
  • Flexibility to work weekends to provide extended service desk cover (1 in 5 weekends)
  • University degree (or equivalent work experience) in Computer Science, Engineering, or other technical field, or Business Administration with relevant IT work experience
  • Microsoft technical certification in desktop administration or similar 
  • At least two years’ Service Desk support experience 
  • Strong customer service skills
  • Knowledge of ITIL v3
  • Logical approach to problem solving
  • Self-motivated Team player

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