Service Desk Analyst
Magellan Aerospace (UK), Wrexham
Llay, Wales, United Kingdom
3d ago

Position Summary

Magellan Aerospace, Llay Wrexham has an exciting opportunity for a Service Desk Analyst

  • Full Time Permanent Contract
  • 39 hours per week.
  • Job location : Llay, Wrexham, LL12 0PB.
  • Unionised site works in partnership with Unite the Union.
  • Working as a hands-on member of a dispersed global team providing consolidated IT support and services to a global user base the IT Service Desk Analyst plays a key role as the initial point of contact for our end users.

    Often engaged at a time of crisis the right candidate will need to demonstrate a customer service orientation with strong communication skills while remaining calm under pressure.

    Self-motivated with the a keen attention to detail the IT Service Desk Analyst needs to draw on a range of technical skills, experience and documented knowledge to logically troubleshoot issues ensuring every step is recorded and communicated to stakeholders.

    The role includes many aspects of ITSM functions including incident management, request fulfilment, configuration management and additional ad hoc tasks as directed by IT Management.

    Close liaisons with colleagues within the IT team is required for functional & hierarchical escalations but the candidate needs to be able to priorities issues and be trusted to complete these assigned work within SLA.

    Perks and Benefits

  • A company culture that promotes work life balance
  • Access to mental health support
  • Business performance related bonus
  • Career development opportunities
  • Commitment to continued learning and development
  • Perkbox - includes monthly treats and discounts from selected restaurants, cinemas, shops etc
  • Long Service Awards
  • Enhanced Holiday Entitlement based on length of service
  • Free parking
  • Essential Responsibilities

  • Incident Management Responsibilities include the identification, recording, categorisation, prioritisation, investigation, escalation and resolution of incidents in line with Magellan’s incident management process.
  • Request Fulfilment Responsibilities include the completion of manual request tasks that forms part of the request fulfilment workflow.
  • Task can range from basic user administrations, to advance device setup and user training.

  • Asset Management Full management of all company assets including hardware and software to ensure compliance with regular audits.
  • Hardware Support Build, configuration, upgrade and continuous support of company configuration items.
  • Knowledge Management Continued effort growing the knowledge management system using this service to guide and train end users and colleagues alike.
  • Additional user support may be required in some instances where the knowledge is not immediately available or the end user needs extra support.

  • Ad hoc tasks, processes and policies as directed by IT Management
  • Position Requirements

    Academic :

  • Relevant higher education or degree is desirable
  • Professional Accreditation :

  • Recognised technical accreditations are desirable but not essential
  • Experience :

  • Minimum 3 years’ relevant IT support experience is essential
  • Broad understanding and experience of IT infrastructure is highly desirable.
  • Experience of IT in manufacturing environments or Aerospace is desirable but not essential.
  • Experience of multi-site support structure is desirable.
  • Hands-on experience of as many of the following :
  • PC, Laptop & Tablet support
  • Mobile configuration and management
  • Microsoft environments including Windows OS and office.
  • Basic network setup and troubleshooting including cabling, switches, routers and wireless AP’s.
  • Remote support tools
  • Printer support
  • Software support
  • Experience in anti-virus, anti-malware, firewalls, disk encryption and other cyber security related measures.
  • Telephony & Video conferencing products
  • Manufacturing machine integration and control systems is desirable but not essential.
  • Key Competencies :

  • Passionate about providing good service
  • Strong verbal & written communication
  • Broad range of front line technical skills
  • Ability to manage own workload and prioritise in line with SLA targets.
  • Able to work both unsupervised and as an engaged member of a collaborative team
  • Keen attention to detail
  • Proven analytical and creative problem-solving abilities
  • Other skills / Abilities

    Skills :

  • Numerate and financially aware.
  • Abilities :

  • Self-motivated and able to work on own initiative.
  • Keen to learn new skills and be aware of latest technologies and trends.
  • Open to new ideas.
  • Personal Attributes :

  • Friendly and approachable.
  • Flexibility willingness to travel and work flexible hours when required by
  • Demands of the job e.g. breakdowns, upgrades.
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