Date Posted:
2026-03-13
Country:
United Kingdom
Location:
Warminster, Wiltshire
Position Role Type:
Hybrid
Raytheon UK is searching for a Service Desk Agent to join our OMNIA® Training team.
As a Service Desk Agent, you will be critical to the successful delivery of the programme, collaborating within matrix organisation, with multi-disciplinary teams within Engineering
OMNIA are redefining the British Army’s collective training. To do that, we are looking for the best and brightest minds from across the UK. We are backed by British innovation and powered by world-class experts, like you.
We are looking for individuals who want to serve. You’ll have a mission focus, and the enthusiasm and drive to deliver. You must be eligible and willing to obtain SC clearance and will be based at Warminster working in a hybrid style.
The role:
This is more than a job — it’s a mission. You will be part of a high-impact, collaborative environment, where we expect everyone to live the values and standards of the British Army. Every person in our team plays a critical role in delivering OMNIA’s vision; designing, delivering, and transforming collective training so the British Army is ready to fight and win.
You’ll work in a matrix organisation and report operationally through OMNIA Training and functionally through the Service Desk Incident & Request Manager. Ultimately, you’ll work for the British Army, championing innovation, and helping shape the future of military collective training.
Key Responsibilities:
1. Act as the first point of contact for users reporting incidents or requesting support through the service desk.
2. Log, categorise, and prioritise incidents and service requests in accordance with ITIL service management processes.
3. Provide first-line technical support, troubleshooting issues related to systems, applications, and user environments.
4. Resolve incidents at first contact where possible and escalate complex issues to Tier 2 support teams when required.
5. Maintain accurate records of incidents, service requests, and resolutions within the service management platform.
6. Communicate effectively with users to provide updates on incident status, resolution progress, and service availability.
7. Monitor service desk queues to ensure timely response and resolution in line with Service Level Agreements (SLAs).
8. Support knowledge management by creating and maintaining support documentation and knowledge base articles.
9. Assist with user account administration tasks such as access requests, password resets, and permissions changes.
10. Contribute to service improvement initiatives by identifying recurring issues and recommending process improvements.
Who we are looking for:
We’re after individuals who want to serve. You’ll have a mission focus, and the enthusiasm and drive to ‘get things done’. You’ll want to work in collaboration with other defence training organisations, and the British Army. You won’t let bureaucracy get in the way of what needs to be done, you’ll learn lessons and share these lessons across the team. You won’t necessarily have a military background, but you’ll understand what it means to serve and to put the mission first.
This position requires a customer first mindset, strong stakeholder engagement skills, and the ability work in a multidisciplinary engineering team in a complex and evolving environment.
Essential Skills and Experience:
11. Experience providing first-line IT support within a service desk or technical support environment.
12. Understanding of ITIL service management practices, particularly incident and request management.
13. Ability to diagnose and resolve common technical issues relating to systems, applications, and user environments.
14. Experience using service management or ticketing platforms (e.g. ServiceNow, Jira Service Management, ServiceDesk Plus).
15. Strong customer service skills with the ability to communicate effectively with technical and non-technical users.
16. Ability to prioritise and manage multiple incidents and service requests simultaneously.
17. Strong problem-solving and troubleshooting skills.
18. Good organisational skills with attention to detail when recording incidents and resolutions.
19. ITIL Foundation certification or willingness to obtain.
20. Holds or is eligible for UK Security Clearance (SC).
Desirable Skills and Experience:
21. Experience working within defence, government, or regulated service environments.
22. Experience supporting cloud-based environments (e.g. Azure, AWS) or hybrid infrastructure.
23. Familiarity with monitoring and observability tools (e.g. Grafana, ELK stack, Prometheus).
24. Experience supporting enterprise IT environments including cloud-based systems or hybrid infrastructure.
25. Familiarity with endpoint support including Windows, Office 365, and common business applications.
26. Experience supporting users within secure or regulated environments.
27. Familiarity with monitoring tools or service dashboards used to track system availability.
28. Experience supporting users during operational events, exercises, or high-demand periods.
29. Basic knowledge of networking, identity management, or access control processes.
30. Familiarity with configuration management and CMDB concepts.
31. Experience contributing to knowledge base development or support documentation.
32. Relevant technical certifications in IT support or infrastructure.
33. Experience working within defence, government, or regulated operational environments.
*Formal offers to successful candidate will be conditional upon award *
What we offer:
34. Chance to join a groundbreaking mission - to shape the future and drive innovation within a team focused on collaboration across a matrix organisation.
35. You will join at a unique time, where you can join in shaping this team and be rewarded with ongoing development opportunities, and clear pathways to progress within a trusted defence industry partner.
36. 37hr working week with early finish Fridays - start your weekend early!
37. 25 days holiday + statutory public holidays, plus opportunity to buy and sell up to 5 days and up to 5 paid days volunteering
38. 10.5% company pension contribution with 6% employee contribution
39. Annual company bonus scheme (discretionary)
40. 6 times salary Life Assurance with pension
41. Flexible Benefits scheme with extensive salary sacrifice schemes, including Health Cashplan, Dental, and Cycle to Work, amongst others
42. Enhanced sick pay
43. Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave
Raytheon UK
We take immense pride in being a leader in defence and aerospace technology. As an employer, we are dedicated to fuelling innovation, nurturing talent, and fostering a culture of excellence. Together, we are not just advancing technology; we're building a community committed to safeguarding a safer and more connected world.
RTX
Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington, Virginia, USA, but with over 180,000 employees globally across every continent, RTX provides advanced systems and services for commercial, military and government customers worldwide and comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon.
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