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 candidate will provide first level support to users, handling IT related inquiries and ensuring high customer satisfaction.
Responsibilities
* Respond to incoming service requests via phone, email, and ticketing system 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 contractual obligations.
Required Skills and Experience
* Ability to gain SC clearance / United Kingdom Security Check.
* Previous experience in a customer service or technical support role.
* Strong problem solving skills and ability to think critically under pressure.
* Excellent verbal and written communication skills.
Desired Skills and Experience
* 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.
Relocation
This position does not offer relocation; candidates must live in the immediate area or relocate at their own expense.
Benefits
* Competitive salary and annual incentive plans.
* Continuous learning opportunities.
* Flexible controls for meaningful impact.
* Diverse and inclusive culture.
* 23 days plus UK public holidays and a winter break.
* 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.
* 6 x annual salary life insurance.
* Learning Together programme.
* Well being programmes, tools and incentives.
* 6 weeks paternity leave.
Employer will not sponsor applicants for employment visa status.
#J-18808-Ljbffr