IT Service Desk AnalystCompany:Boeing Defence United Kingdom LimitedRole 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:<ul><li>Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner.</li><li>Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher-level support as necessary.</li><li>Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.</li><li>Assist users with account management, including password resets and access issues.</li><li>Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users.</li><li>Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery.</li><li>Participate in training sessions and workshops to enhance technical skills and customer service abilities.</li><li>Contribute to the development of knowledge base articles and user documentation.</li><li>Submit improvement proposals and enhancements in support of the Contractual obligations. Going the Extra Mile(GEMS)</li></ul>Preferred Experience:<ul><li>Previous experience in a customer service or technical support role preferred.</li><li>Strong problem-solving skills and the ability to think critically under pressure.</li><li>Excellent verbal and written communication skills.</li><li>Ability to remain calm under pressure or through demanding challenges</li><li>Familiarity with common operating systems and software applications.</li><li>Ability to work independently and as part of a team in a fast-paced environment.</li><li>Understanding of ITIL best practice methodology.</li></ul>Becoming a Boeing EmployeeThe 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:<ul><li>Competitive salary and annual incentive plans</li><li>Continuous learning - you’ll develop the approach and skills to navigate whatever comes next</li><li>Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way</li><li>Diverse and inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs</li><li>Excellent Adoption and Parental leave options</li><li>23 days plus UK public holidays and a Winter Break between Christmas and New Year</li><li>Pension Plan with up to 10% employer contribution</li><li>Company paid BUPA Medical Plan</li><li>Short Term Sickness: 100% pay for the first 26 weeks</li><li>Long Term Sickness: 66.67% of annual salary from 27th week</li><li>6x annual salary life insurance</li><li>Learning Together Programme to support your on-going personal and career development</li><li>Access to Boeing’s Well Being Programs, tool and incentives.</li></ul>Security Clearance and EligibilityImportant 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 ApplicableEducation:Not ApplicableRelocation: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 ProgramThis position is not contingent upon program awardShift:Day Shift (United Kingdom)