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.
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
* 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.
Applications for this position will be accepted until Oct. 23, 2025.
Export Control Requirements: This is not an Export Control position.
Relocation
Relocation assistance is not a negotiable benefit for this position.
Visa Sponsorship
Employer will not sponsor applicants for employment visa status.
Shift
Day Shift (United Kingdom)
Equal Opportunity Employer
We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law. We have teams in more than 65 countries, and we are a Disability Confident Committed employer. We welcome applications from candidates with disabilities and will provide accommodations as needed during the recruitment process.
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