.IT Service Desk EngineerAbout UsGKN 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 PurposeThe 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. The goal is to deliver high-quality support and maintain customer satisfaction through a single point of service.Key ResponsibilitiesService Desk OperationsAct 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 CollaborationBring 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 TrainingAssist 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 ImprovementIdentify 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 & BehavioursIngenious: Manages complexity, drives continuous improvement, innovative thinking, and effective decision-making.Collaborative: Growth mindset.Principled: Accountability, communicates effectively.Driven: Early technical adopter, empowering, prioritization.SkillsProfessional 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.G., Xurrent, ServiceNow, Jira). Basic understanding of networking concepts, hardware, and software troubleshooting. Experience with collaboration tools (e.G., 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