IT SERVICE DESK ENGINEER

IT Service Desk Engineer About Us GKN Automotive is the market leader in conventional, all-wheel and electrified drive systems and solutions.
With a comprehensive global footprint, we design, develop, manufacture and integrate an extensive range of driveline technologies for over 90% of the world’s car manufacturers.
Role purpose The IT Service Desk Engineer will be the main point of contact for all IT-related issues and requests.
This role ensures that incidents and service requests are handled efficiently, either by resolving them directly or bringing up them appropriately.
The goal is to deliver high-quality support and maintain customer satisfaction through a single point of service.
Key responsibilities Service Desk Operations Act as the main point of contact for all IT-related inquiries, incidents, and service requests.
Log, prioritize, and assign incidents and requests using the ticketing system.
Provide Level 1 support for all IT issues, ensuring prompt resolution of common technical problems.
Monitor ticket queues to ensure timely resolution in line with Service Level Agreements (SLAs).
Communicate incident status updates to users in a clear and concise manner.
Escalation and collaboration Bring up complex issues to Level 2 or specialized support teams while ensuring effective communication.
Liaise with other IT teams to provide a seamless support experience for end-users.
Track critical issues to ensure a prompt and appropriate response.
User Support and Training Assist end-users in using collaboration tools, applications, and IT systems effectively.
Provide basic training or information sessions on frequently used tools and processes.
Develop user-friendly guides and documentation for common support topics.
Continuous Improvement Identify recurring issues and recommend long-term solutions to reduce incident volumes.
Contribute to the knowledge base by documenting troubleshooting steps for common issues.
Participate in regular team meetings to review incident trends and share best practices.
Values & Behaviours Ingenious.
Manages complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
For example, asks questions to encourage others to think differently and enrich their analyses of complex situations.
Accurately defines the key elements of complex, ambiguous situations.
Ingenious.
Driving continuous improvement Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
For example, uses metrics and benchmarks to monitor accuracy and quality.
Takes steps to make methods productive and efficient.
Promptly and effectively addresses process breakdowns.
Ingenious.
Innovative thinking Creates new and better ways for the organization to be successful.
For example, approaches professional work in unique or innovative ways.
Offers original ideas.
Appreciates others' creative ideas and solutions and provides useful input to enhance them.
Ingenious.
Effective decision making Makes good and timely decisions that keep the organization moving forward.
For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance.
Takes smart, independent action in urgent and non-routine situations, knows when to call out for others' involvement.
Collaborative.
Growth mindset Learns through experimentation when tackling new problems, using both successes and failures as learning fodder.
For example, relishes new or unusual problems; seeks others' input and experiments with own ideas.
Easily learns the essence of difficult issues and concepts.
Investigates and discusses own mistakes to learn from them.
Principled.
Accountability Holds self and others accountable to meet commitments.
For example, accepts responsibility for own work, both successes and failures.
Handles fair share and does not make excuses for problems.
Usually meets commitments to others.
Principled.
Communicates effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
For example, disseminates knowledge, insights, and updates in a polished, precise, and compelling manner.
Demonstrates a deep interest in others' comments.
Creates rich documents and reports.
Driven.
Early technical adopter Anticipates and adopts innovations in business-building digital and technology applications.
For example, investigates technologies to learn some innovative best practices.
Uses digital/social media to benefit the team and make valuable contributions to the work being done; understands how to avoid misuse of these tools.
Driven.
Empowering Provides direction, delegating, and removing obstacles to get work done.
For example, asks questions to understand the desired outcomes for the role; confirms accountabilities with others so that work can be done effectively and efficiently; informs stakeholders when there are delays or problems that will affect them.
Driven.
Prioritisation Plans and prioritizes work to meet commitments aligned with organizational goals.
For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames.
Foresees and resolves many potential bottlenecks and delays.
Skills Professional Experience Minimum 2 years of experience in IT service desk or Level 1 support roles.
Experience in customer service or IT-related support functions.
Technical Expertise Solid understanding of Windows environments.
Familiarity with ITSM tools (e.
., Xurrent, ServiceNow, Jira).
Basic understanding of networking concepts, hardware, and software troubleshooting.
Experience with collaboration tools (e.
., Microsoft Teams, Zoom).
Soft Skills Good communication and interpersonal skills.
Ability to manage multiple tasks under pressure while maintaining high customer satisfaction.
Strong problem-solving abilities and attention to detail.
Ability to work independently and as part of a team Certifications and Additional Skills ITIL Certification (highly desirable) Education Bachelor’s degree in Computer Science, Information Technology, or a related field.
#LI-Hybrid #LI-JW1 GKN Driveline provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, age, genetic information, pregnancy, or disability.