IT Service Desk Analyst
Hexcel · Duxford
With our strong investment in research and development and our culture of continuous improvement, Hexcel is the industry leader in the manufacturing of advanced lightweight composite materials, including carbon fiber, woven reinforcements, resins, prepregs, honeycombs and engineered core and composite structures. We invite you to join the Hexcel team at various manufacturing sites, sales offices, and R&D centers around the globe. Become a part of the “strength within.”
Are you a tech-savvy problem solver who thrives on delivering exceptional customer support? Do you enjoy being the go-to person who keeps people connected, productive and empowered?
Hexcel is looking for a motivated and customer-focused IT Service Desk Analyst to join our high-performing IT Service team in Duxford, UK.
This is an exciting opportunity to work in a fast-paced manufacturing environment where no two days are the same. You'll play a vital role in supporting business-critical technology, resolving technical challenges and ensuring our users receive a first-class IT experience.
Key Responsibilities
- Deliver first-line and second-line IT support services, ensuring incidents and service requests are resolved efficiently and within agreed Service Level Agreements (SLAs).
- Serve as a primary point of contact for end users, providing exceptional customer service while diagnosing, troubleshooting and resolving hardware, software, network, connectivity, printing and access-related issues.
- Monitor, prioritise and manage tickets within the Service Management platform, ensuring timely updates, clear communication and appropriate escalation to specialist support teams when required.
- Perform installation, configuration, deployment and lifecycle support of desktop and laptop computers, peripherals, mobile devices and standard business applications in accordance with company standards.
- Administer user accounts, security groups, email accounts and system access in accordance with corporate security policies, established IT procedures and access management controls.
- Execute routine operational and maintenance activities, including scheduled system checks, backup verification, software updates and other infrastructure support tasks.
- Collaborate with global IT teams to identify root causes, contribute to problem resolution efforts and enhance overall IT service delivery.
- Maintain accurate technical documentation, knowledge base articles and support records to promote consistency, compliance and knowledge sharing across the organisation.
- Support employee onboarding, offboarding and workplace technology initiatives, ensuring users have the equipment, systems access and technical support required to perform their roles effectively.
- Contribute to the continuous improvement of Service Desk operations by identifying recurring issues, recommending process enhancements and helping drive operational excellence and customer service standards.
What We're Looking For
- Combination of education and professional experience in Information Technology or a related field, supported by a Degree, Diploma or recognized industry certification.
- Proven experience providing IT support within a fast-paced Service Desk, Help Desk or End User Computing environment, ideally within an SME, manufacturing, engineering or global enterprise setting.
- Strong technical knowledge of Microsoft Windows operating systems, Microsoft 365 applications, desktop hardware and common enterprise technologies, including experience supporting hybrid workplaces, mobile devices and remote users.
- Demonstrated ability to troubleshoot and resolve hardware, software, connectivity, printing and account-access issues using a structured, analytical and methodical approach.
- Experience working with IT Service Management (ITSM) tools and ticketing systems, including incident, request, escalation and service delivery processes.
- Good understanding of Active Directory, user account administration, permissions management and email administration within a corporate environment.
- Excellent customer service, verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users and support colleagues across different time zones.
- Strong analytical and problem-solving skills, with a proactive approach to identifying root causes and implementing effective solutions.
- Proven ability to prioritise competing demands, manage multiple support requests, work independently and maintain attention to detail in a fast-paced environment.
- A collaborative team player with a positive, professional and service-oriented attitude; industry certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft certifications or equivalent would be advantageous.
We are committed to providing a professional, engaging, and transparent recruitment experience that allows candidates to fully demonstrate their technical expertise, knowledge capability, and experience:
Stage 1: Recruiter Pre-Screen Interview (Microsoft Teams)
Stage 2: 1st Stage Interview (In Person)
Final Stage: Technical Interview & Q&A (Microsoft Teams)
Candidates must be eligible to work in the country where the position is based. Hexcel (NYSE: HXL) is a global leader in advanced composites technology, a leading producer of carbon fiber, and the world leader in honeycomb manufacturing for the commercial aerospace industry.