Service Desk Analyst
Coventry, COV, United Kingdom, CV JU
5d ago

Joining our team means you’re helping to deliver our vision

  • keeping the world flying with one of over 73,000 Meggitt-equipped aircraft taking off every second of every day; protecting countless lives with our technology, keeping those who put their lives at risk safer and ensuring that the lights stay on for millions of people worldwide.
  • With over 160 years of history, innovation’s at the heart of everything we do in our aerospace, defence and selected energy markets Our global approach to lean manufacturing is the driving force on our journey to operational excellence and our goal to provide the best technology, products and service to our Customers.

    We’ll help shape your career and provide you with the right learning, development and growth opportunities; we’re working hard to create a High Performance Culture where we live our Values of Teamwork, Integrity and Excellence

    Role Summary

    We are recruiting an exciting Service Desk Analyst role for our state of the art facility in Coventry.

    In this role you will provide day to day Level 1 Service Desk support. You will also utilise your technical experience and customer service skill to assist end users resolve incidents and fulfil requests remotely, and escalate as needed.

    You'll focus on customer service through achievement of service response and resolution times as prescribed in Service Level Agreements.

    Core Responsibilities

  • Implement approved MIS policies, processes and procedures
  • Provide initial response support to the Meggitt sites in the UK
  • Log all incidents and service requests in the Service Management system (SM)
  • Create well-documented and actionable tickets. Ensuring relevant information is entered in the SM system
  • Resolve incidents and fulfil requests upon initial response
  • 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
  • Use Knowledge base to investigate, diagnose and resolve incidents remotely
  • Meet Service Level Agreements and Continuous Improvement objectives
  • Skills, Knowledge & Abilities

  • 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
  • Atleast two years Service Desk support experience
  • Strong customer service skills
  • Knowledge of ITIL v3
  • Logical approach to problem solving
  • Patience and ability to remain calm under pressure
  • Experience in the day to day support of the following would be advantageous : (Desktop Applications, Desktop Administration, Windows Support PC network, Windows Operating Systems, Remote Access Tools etc)
  • What We Offer

    Meggitt is proud to offer a competitive total rewards framework designed with our colleagues' health, wealth and well-being in mind to help our employees balance a successful career.

    Our competitive package will include :

  • Flexible working policies and the ability to accrue time off in lieu or for some roles to earn overtime.
  • Early finish on a Friday
  • On site restaurant offering subsidized food
  • Pension Scheme up to 8% company contribution
  • Employee Assistance Program for Health & Wellbeing
  • Employee Perkz offering our employees discounts on a huge variety of goods and services
  • Income Protection
  • Employee Resource Groups
  • Volunteering day off
  • Meggitt are an equal opportunity employer and we are committed to developing an inclusive and diverse working environment.

    We believe that people from different backgrounds and beliefs define who we are as a business. We strongly believe that building a culture of respect and appreciation, will give everyone the opportunity to recognise their full potential.

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