IT Service Desk Analyst-5

Company: Boeing Defence United Kingdom Limited

We are seeking a dedicated and customer-oriented Service Desk Agent to join our team.

The role involves providing first level support to users, ensuring that their technical issues are resolved efficiently and effectively. As the first point of contact for all IT related inquiries, you will play a crucial role in maintaining high levels of customer satisfaction.

• Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner.
• Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher level support as necessary.
• Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.
• Assist users with account management, including password resets and access issues.
• Maintain knowledge of current IT policies, procedures and best practices to provide accurate information to users.
• Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery.
• Participate in training sessions and workshops to enhance technical skills and customer service abilities.
• Contribute to the development of knowledge base articles and user documentation.
• Submit improvement proposals and enhancements in support of the contractual obligations.

Employer will not sponsor applicants for employment visa status.

• Ability to gain SC clearance
• Previous experience in a customer service or technical support role preferred.
• Strong problem solving skills and the ability to think critically under pressure.
• Excellent verbal and written communication skills.

• Ability to remain calm under pressure or through demanding challenges.
• Familiarity with common operating systems and software applications.
• Ability to work independently and as part of a team in a fast paced environment.
• Understanding of ITIL best practice methodology.

This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.

• Competitive salary and annual incentive plans.
• Continuous learning - develop the mindset and skills to navigate whatever comes next.
• Success as defined by you - tools and flexibility to make a meaningful impact, your way.
• Diverse and inclusive culture - embraced for who you are and empowered to use your voice to help others find theirs.
• 23 days plus UK public holidays and a winter break between Christmas and New Year.
• Pension plan with up to 10% employer contribution.
• Company paid BUPA medical plan.
• Short term sickness: 100% pay for the first 26 weeks.
• Long term sickness: 66.67% of annual salary from week 27; 6 annual salary life insurance; Learning Together Programme to support ongoing personal and career development.
• Access to Boeing's wellbeing programs, tools and incentives.
• 6 weeks paternity leave.

Language Requirements: Not Applicable

Education: Not Applicable

Security Clearance: This position requires the ability to obtain United Kingdom Security Check.

Visa Sponsorship: Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program: This position is not contingent upon program award.

Shift: Not a shift worker (United Kingdom).