Hybrid IT Service Desk Agent – First-Line Support

Prattwhitney; Warminster; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

RTX is seeking a Service Desk Agent in Warminster, a hybrid role supporting users across systems, applications, and environments. You will be the first point of contact, logging incidents and requests, and providing frontline IT support in a regulated defence context.

You'll work within a matrix organisation under OMNIA Training, collaborating with teams to resolve issues, maintain documentation, and contribute to continuous improvement while ensuring service levels are met and security

Qualifications

• Experience providing first-line IT support within a service desk or technical support environment.
• Understanding of ITIL service management practices, particularly incident and request management.
• Ability to diagnose and resolve common technical issues relating to systems, applications, and user environments.
• Experience using service management or ticketing platforms (e.g. ServiceNow, Jira Service Management, ServiceDesk Plus).
• Strong customer service skills with the ability to communicate effectively with technical and non-technical users.
• Ability to prioritise and manage multiple incidents and service requests simultaneously.
• Strong problem-solving and troubleshooting skills.
• Good organisational skills with attention to detail when recording incidents and resolutions.
• ITIL Foundation certification or willingness to obtain.
• Holds or is eligible for UK Security Clearance (SC).

Responsibilities

• Act as the first point of contact for users reporting incidents or requesting support through the service desk.
• Log, categorise, and prioritise incidents and service requests in accordance with ITIL service management processes.
• Provide first-line technical support, troubleshooting issues related to systems, applications, and user environments.
• Resolve incidents at first contact where possible and escalation complex issues to Tier 2 support teams when required.
• Maintain accurate records of incidents, service requests, and resolutions within the service management platform.
• Communicate effectively with users to provide updates on incident status, resolution progress, and service availability.
• Monitor service desk queues to ensure timely response and resolution in line with Service Level Agreements (SLAs).
• Support knowledge management by creating and maintaining support documentation and knowledge base articles.
• Contribute to service improvement initiatives by identifying recurring issues and recommending process improvements.

Skills

First-line IT support

ITIL incident management

Customer service

Troubleshooting

Service management tools

ServiceNow

Jira Service Management

ServiceDesk Plus

Education

ITIL Foundation Certification

Tools

ServiceNow

Jira Service Management

ServiceDesk Plus

Job description

RTX is seeking a Service Desk Agent in Warminster, a hybrid role supporting users across systems, applications, and environments. You will be the first point of contact, logging incidents and requests, and providing frontline IT support in a regulated defence context.

You'll work within a matrix organisation under OMNIA Training, collaborating with teams to resolve issues, maintain documentation, and contribute to continuous improvement while ensuring service levels are met and security