1st Line Support Analyst

The Boeing Company; West of England; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Pension plan

BUPA Medical Plan

23 days holiday

Life insurance

Job summary

The Boeing Company in the United Kingdom is seeking a customer-focused Service Desk Agent to join our IT team. You will be the first point of contact for user inquiries, performing initial triage and directing issues to appropriate teams, while maintaining a high standard of service.

This role requires SC clearance eligibility, strong communication, and the ability to work in a fast-paced environment. The position offers learning opportunities, a comprehensive benefits package, and shift work in

Qualifications

• Ability to gain SC clearance.
• Previous experience in a customer service or technical support role.
• Strong problem-solving skills.
• Excellent verbal and written communication skills.

Responsibilities

• Respond to incoming service requests via phone, email, and direct toolset tickets with professionalism.
• Diagnose and troubleshoot initial hardware and software issues, escalating when needed.
• Document all interactions and resolutions in the ticketing system for accurate tracking.
• Assist users with account management, including password resets and access issues.
• Maintain knowledge of IT policies and best practices to provide accurate information.
• Collaborate with IT teams to resolve complex issues and improve service delivery.
• Participate in training sessions and workshops to enhance technical skills and customer service.
• Contribute to knowledge base articles and user documentation.
• Submit improvement proposals to support contractual obligations (GEMS).

Skills

Customer service

Problem solving

Verbal communication

Written communication

Tools

Ticketing system

Job description

Job Description

At Boeing, we innovate and collaborate to make the world a better place. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

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.

You 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.

Position 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)

Employer will not sponsor applicants for employment visa status.

Required Skills/Experience:

• Ability to gain SC clearance
• 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.

Desired Skills/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.

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
• An 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

Applications for this position will be accepted until Nov. 06, 2026

Export Control Requirements:

This is not an Export Control position.

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.

Shift

Shift Worker (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 each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. We are a Disability Confident Committed employer and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.