IT Service Desk Analyst

Company:

Boeing Defence United Kingdom Limited

Role Overview:

We are seeking a dedicated and customer-oriented Service Desk Agent to join our team. The ideal candidate will be responsible for providing first-level support to our users, ensuring that their technical issues are resolved efficiently and effectively. The Service Desk Agent will act as the first point of contact for all IT-related inquiries and will play a crucial role in maintaining high levels of customer satisfaction.

Key Responsibilities:

• 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. Going the Extra Mile(GEMS)

Preferred Experience:

• 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.

Becoming a Boeing Employee

The Boeing benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being. Here’s a snapshot of what we offer:

• Competitive salary and annual incentive plans

• Continuous learning - you’ll develop the approach and skills to navigate whatever comes next

• Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way

• Diverse and inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs

• Excellent Adoption and Parental leave options

• 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 27th week

• 6x annual salary life insurance

• Learning Together Programme to support your on-going personal and career development

• Access to Boeing’s Well Being Programs, tool and incentives.

Security Clearance and Eligibility

Important information regarding this role: This role is for a locally hired position in the UK, and candidates must have current legal authorisation to work immediately in the UK, along with 5 years consecutive UK residency to date to be considered for the position.

Boeing will not attempt to obtain immigration and / or labour sponsorship for any applicant. Benefits and pay are determined at the local level and are not part of Boeing US based payroll.

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

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:

Day Shift (United Kingdom)