IT Service Desk Support Specialist

hace 3 semanas


La Coruña, La Coruña, España Gkn Automotive A tiempo completo
About GKN Automotive

GKN Automotive is the market leader in conventional, all-wheel and electrified drive systems and solutions. We design, develop, manufacture and integrate an extensive range of driveline technologies for over 90% of the world's car manufacturers.

We're committed to delivering high-quality products and services that meet our customers' evolving needs.

Job Description

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 them up appropriately.

This role involves:

  • Acting as the main point of contact for all IT-related inquiries, incidents, and service requests;
  • Logging, prioritizing, and assigning incidents and requests using the ticketing system;
  • Providing Level 1 support for all IT issues, ensuring prompt resolution of common technical problems;
  • Monitoring ticket queues to ensure timely resolution in line with Service Level Agreements (SLAs);
  • Communicating incident status updates to users in a clear and concise manner;
  • Escalation and collaboration: bringing up complex issues to Level 2 or specialized support teams while ensuring effective communication;
  • Liaising with other IT teams to provide a seamless support experience for end-users;
  • Tracking critical issues to ensure a prompt and appropriate response;
  • User support and training: assisting end-users in using collaboration tools, applications, and IT systems effectively;
  • Providing basic training or information sessions on frequently used tools and processes;
  • Developing user-friendly guides and documentation for common support topics;
Requirements

To be successful in this role, you'll need:

  • Minimum 2 years of experience in IT service desk or Level 1 support roles;
  • Experience in customer service or IT-related support functions;
  • Solid understanding of Windows environments;
  • Familiarity with ITSM tools (e.g., Xurrent, ServiceNow, Jira);
  • Basic understanding of networking concepts, hardware, and software troubleshooting;
  • Experience with collaboration tools (e.g., Microsoft Teams, Zoom);
  • 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;
Salary and Benefits

We offer a competitive salary of £35,000 - £45,000 per annum, depending on experience, plus a comprehensive benefits package including health insurance, pension scheme, and 25 days annual leave.



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