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Service Desk Analyst (Hybrid)

Requisition ID:  90614
Business Unit:  Meggitt USA Services (3405)

Miami, FL, United States, 93063

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 10,000 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 10,000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil, India and the Middle East.

Job Designation

We want you! Working as part of our ambitious Global IT Service Desk, your primary purpose is to deliver extraordinary day to day first line support to our internal end users. You will do this by using your technical expertise and customer service experience to ensure effective and efficient response and resolution of all incidents and requests logged by telephone, email, portal and chat. 


Job Core Responsibilities

•    Provide remote support of laptops, pc’s, printers, mobile devices, and other computing equipment
•    Log all incidents and service requests in the Service Management system 
•    Create well-documented and actionable tickets
•    Triage all support requests coming to IT via the service desk phone, e-mail, and self-service portal
•    Apply analytical skills to assess and resolve technical issues
•    Use Knowledge base to investigate, diagnose and resolve incidents remotely 
•    Resolve incidents and fulfil requests upon initial response where possible 
•    Escalate incidents and requests following the escalation and notifications procedure  
•    Meet Service Level Agreements and Continuous Improvement objectives  
•    Request and/or create knowledge articles in the knowledge base 
•    Learn and implement approved IT policies, processes, and procedures
•    Other tasks assigned by supervisor

Job Specifications

Experience & Qualifications: Minimum 1-2 years relevant IT experience with understanding of ITIL framework.
Schedule: Monday to Friday. Some overtime may be available when required. Hybrid office/home working.

  • •    Ability to work independently and collaboratively, under pressure and within strict time constraints while working in a continually changing environment
    •    Experience supporting manufacturing, production facilities 
    •    Strong understanding in Microsoft Products 
    •    Technical knowledge of supporting Active Directory including Group Policy management and user account creation and maintenance
    •    Basic understanding of common network protocols and services
    •    Strong customer service skills 
    •    Strong oral and written communication skills
    •    Logical approach to problem solving 
    •    Self-motivated Team player 
    •    Experience in the day-to-day support of:
    •    Printer and Peripheral Support
    •    Desktop Applications and Desktop Administration   
    •    PC network and internet connectivity 
    •    Windows Support and Windows Operating Systems
    •    Active Directory, Microsoft Exchange Administration. SharePoint
    •    Remote Access Tools 
    •    VIP Support 

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

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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