Reporting to:

IT Helpdesk Manager

Job Purpose:

To provide first class Help Desk IT support services ensuring that computer systems in use within the business perform to the agreed service level and that calls are serviced within agreed timescales. You will also be involved in the ordering and building of IT hardware (e.g. PC image)

Dimensions:

£375m business; 1,500 employees; 600 PCs; 50 Workstations; Servers/Storage (TBC)

Accountabilities:

To diagnose and rectify software and hardware faults in accordance with agreed service levels.
To provide documentation of systems procedures to enable tailored support for the business as work instructions
To define and document the necessary back-up, recovery and start up routines for systems within their scope
Develop, document and publish any macros and utilities that will assist the business in the efficient use of computer systems
To order and build IT hardware as required e.g. PC image and build.
To accept, log and service support calls in accordance with user SLAs
To provide out of hours support (as appropriate) as part of the on call team.

Special Features:

Prior to and for several months after Day 1, the helpdesk team and support will be developed to facilitate GKN’s timely migration from Airbus IT Transition Service Arrangements post Day 1. In the interim period, you will provide ad hoc IT support to GKN and GKN Filton employees as required.

Essential:

GNVQ, Dip HE, or BSc in Computer Science or related degree or equivalent experience
Windows server and client, Microsoft Office and Exchange 2003, Active Directory, Security, Remote access solutions, PC image builds and helpdesk software.

Desirable:
Additional IT qualifications (e.g. Microsoft certifications, courses).
Operational experience within an IT & Telecoms environment.
Good knowledge of manufacturing environments.

Competencies:

Strategically, technically and commercially astute (infrastructure, hardware, software, telecoms) with a passion for IS/IT.
Excellent communication and leadership skills.
Pro-active development of self and others.
Knowledge and experience of how to manage risk in IS/IT in both an operational and development environment.
Strategically aware and orientated towards exceeding business and customer needs.
Strong ability to influence others whilst maintaining honesty and integrity at all times.
Organised and delivery focused with good project management skills.
Advanced analytical & numeracy skills supported by strong Microsoft Office expertise.
Self-starter who shows initiative as well as maintaining excellent collaboration with wider teams.
Flexible approach and can manage diversity across technologies, people and international cultures.
Vision, creativity and imagination for new solutions to continually improve.