2nd Line Service Desk Engineer

Babcock International; Bristol; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading defence and engineering firm in the United Kingdom is seeking a Service Desk Engineer to support mission-critical software applications. This role involves resolving customer issues, ensuring compliance with ITIL processes, and utilizing tools for incident management. Ideal candidates should possess problem-solving skills and relevant certifications. The position offers generous benefits, including a matched pension scheme and opportunities for professional development. Security clearance is required for this position.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to a Digital GP

Employee share scheme

Employee shopping savings portal

Payment of Professional Fees

Special paid leave for reservists

Volunteering leave

Qualifications

• Strong analytical and methodical problem-solving approach.
• Willingness to learn and demonstrate required level of experience.
• Relevant certifications in ITIL, Oracle or SQL would be advantageous.

Responsibilities

• Resolving customer issues using ITIL-compliant processes.
• Prioritising tasks to deliver positive customer experiences.
• Delivering prompt and courteous resolutions within agreed SLAs.
• Investigating and responding to support requests via phone and email.
• Recording and communicating progress using service management tools.

Skills

Analytical and methodical problem-solving

Experience with incident management

Oracle or SQL database skills

Education

Relevant IT certifications (ITIL, Oracle, SQL)

Tools

ITSM tools

Job description

As a Service Desk Engineer, you'll have a role that's out of the ordinary. You'll be at the forefront of supporting mission‑critical software applications that underpin defence, aerospace and engineering operations. This is a dynamic opportunity to work in a fast‑paced 2nd line support environment where your technical expertise and problem‑solving skills will directly contribute to national security and operational excellence. Day‑to‑day, you'll be part of a team that specialises in application support within our Major Infrastructure business unit, interacting with internal stakeholders and customers to deliver outstanding service. This role offers a clear path for career development in IT service management and software support, with exposure to cutting‑edge technologies and real‑world impact.

Responsibilities

• Resolving customer issues using ITIL‑compliant processes
• Prioritising tasks to deliver positive customer experiences
• Delivering prompt and courteous resolutions within agreed SLAs
• Investigating and responding to support requests via phone and email
• Recording and communicating progress using service management tools
• Working pattern is between 7am and 7pm, Monday – Friday
• Technical awareness from supporting software applications
• Experience using ITSM tools for incident management
• Oracle or SQL database administration skills

Qualifications

• Strong analytical and methodical problem‑solving approach
• Willingness to learn and demonstrate required level of experience
• Relevant certifications in ITIL, Oracle or SQL would be advantageous

Security Clearance

The successful candidate must be a sole UK national who is able to achieve and maintain Security Check (SC) security clearance for this role. Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels – GOV.UK (www.gov.uk).

Benefits

• Generous holiday allowance
• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10‑days special paid leave
• Holiday Trading allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement (open February through to March annually)
• ‘Be Kind Day’ enables employees to take one working day’s paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity

Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing. Babcock International – for over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.