IT Support Analyst

Raytheon Technologies; Harlow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the defense sector is seeking an IT Support professional to help with on-site support and project delivery. The role involves providing excellent customer service in a classified environment and managing various IT support tasks. Candidates should possess strong technical skills, experience with enterprise technologies, and ideally have an ITIL Foundation certification.

Benefits

25 days holiday (increasing to 27) plus public holidays

Contributory Pension Scheme (company contribution up to 10.5%)

Discretionary Bonus scheme

Enhanced family-friendly policies

Hybrid working model

Qualifications

• Experience with enterprise technologies including Active Directory and SCCM.
• Ability to support 1st and 2nd line application and infrastructure issues.
• Existing Security Clearance (SC) or ability to obtain it is required.

Responsibilities

• Provide excellent customer service and support across multiple sites.
• Manage incidents, problems, and service requests efficiently.
• Support IT asset management and delivery of IT services.

Skills

Customer Service

Problem Solving

Conflict Resolution

Communication

Technical Aptitude

Education

ITIL Foundation

Relevant Technical Qualifications

Tools

Active Directory

SCCM

Citrix

Job description

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Location - On Site, Either Winnersh Or Harlow. Must be able to travel between the sites.

Summary of Role:

Reporting to the Workplace Services and Service Desk Manager, this role requires an individual who can adapt as the organization sets up a new office to support significant business growth. This is a fantastic opportunity to join a new area within our business.

You will champion excellent Customer Service, supporting onsite and remote sites, assisting the Service Desk, and working with colleagues across dispersed locations. Responsibilities include providing telephone and remote desktop support, site-based project delivery, and service requests. The ideal candidate is a self-starter, comfortable working with all levels to achieve business success.

Main Duties:

1. On-site support in a classified environment
2. Project support – Moves, Adds, Changes, cabling, installation
3. Audio Visual / Meeting / Conference support
4. Enhancing the Service Desk, developing knowledgebase articles, and fostering a "shift-left" mindset
5. Desktop imaging and deployment
6. Incident, Problem, and Change Management
7. Delivery of Service Requests
8. IT Asset Management
9. 1st / 2nd Line Application and Infrastructure support
10. Deskside support and assisting the Service Desk as needed
11. Provide excellent customer service, listen, influence, negotiate, build rapport and credibility
12. Demonstrate energy, focus, assertiveness, and diplomacy
13. Excellent verbal and written communication skills
14. Conflict resolution and problem-solving to achieve win/win outcomes
15. Focus on business value rather than just solutions
16. Technical aptitude, requirements management, risk assessment
17. Travel within the UK and work with minimal supervision
18. Existing Security Clearance (SC) or ability to obtain it
19. Full Driving License
20. ITIL Foundation and relevant technical qualifications
21. Experience with enterprise technologies (Active Directory, SCOM, SCEP, SCCM, Citrix, CompTIA)
22. Practical experience in IT operations, project delivery, troubleshooting across user devices, servers, and networks
23. Knowledge of health and safety risk assessments, method statements, and safe working practices

Benefits:

• 25 days holiday (increasing to 27) plus public holidays
• Contributory Pension Scheme (up to 10.5% company contribution)
• Discretionary Bonus scheme
• Enhanced family-friendly policies
• 37-hour work week with early finish on Fridays, hybrid working model
• Canteen facilities at Harlow & Glenrothes; free snacks & drinks at Manchester & Gloucester

About Raytheon UK:

Raytheon UK operates across multiple sites including Broughton, Waddington, Glenrothes, Harlow, Gloucester, Manchester, and supports remote work. Employing over 2,000 people, it is a major contractor to the UK Ministry of Defence, investing in R&D and supporting innovation in Weapons & Sensors, and Cyber, Space & Training sectors. The company offers extensive career development resources, including online learning and professional qualifications.