IT Support Analyst

TN United Kingdom; Harlow; Hybrid; GBP 30,000 - 50,000; Full time

Job description

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Location: On Site, either Winnersh or Harlow. Must be able to travel between sites.

Summary of Role

Reporting to the Workplace Services and Service Desk Manager, this new role requires an adaptable individual to support a new office setup, contributing to significant business growth. This is an excellent opportunity to join a new area within our business.

The successful candidate will champion excellent Customer Service, providing onsite and remote support, assisting the Service Desk, and supporting colleagues across dispersed locations with telephone and remote desktop support, site-based project delivery, and service requests. A self-starter, comfortable working with all levels, is essential.

Main Duties

1. Provide onsite support in a classified environment.
2. Assist with onsite project tasks, including moves, adds, changes, cabling, and installation.
3. Support Audio Visual, Meeting, and Conference setups.
4. Enhance the Service Desk by improving technical knowledge, developing knowledge base articles, and fostering a 'shift-left' mindset.
5. Perform desktop imaging and deployment.
6. Manage incidents, problems, and changes.
7. Deliver service requests.
8. Manage IT assets.
9. Provide 1st/2nd line application and infrastructure support.
10. Offer deskside support and supplement the Service Desk as needed.

The ideal candidate will possess excellent customer service skills, including listening, influencing, negotiating, building rapport, and credibility. They should demonstrate energy, focus, assertiveness, diplomacy, and excellent communication skills. Problem-solving skills, the ability to diffuse conflicts, and focus on business value are also crucial. Technical aptitude, risk assessment, and minimal supervision are required, along with the ability to travel within the UK, hold or obtain Security Clearance (SC), and possess a full driving license.

Relevant qualifications include ITIL Foundation, and practical experience with technologies such as Active Directory, SCOM, SCEP, SCCM, Citrix, and CompTIA. Experience in IT operations, project delivery, troubleshooting across user devices, servers, and networking is essential. Knowledge of health and safety practices is also desirable.

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 workweek with early finish on Fridays, operating a hybrid working model.
• Canteen facilities at Harlow & Glenrothes; free snacks & drinks at Manchester & Gloucester.

About Raytheon UK

With facilities across the UK and a strong presence in customer sites and remote working, Raytheon UK employs over 2,000 people, supporting 8,000 jobs. As a prime contractor to the UK Ministry of Defence, Raytheon invests in research, development, and UK technological innovation. The company offers extensive career development resources, including online learning and professional qualifications.