Mission-Driven Service Desk Agent — First-Line IT Support

Raytheon UK; Warminster; Vor Ort; GBP 20.000 - 32.000; Vollzeit

Zusammenfassung

RTX is seeking a Service Desk Analyst to join its defence training alliance in the UK. You will be the first point of contact, logging and triaging incidents, and providing first-line technical support across systems and applications.

You will work within ITIL-aligned processes, maintain records, and communicate updates to users while contributing to continuous service improvements. The role emphasizes customer-focused service, collaboration with multidisciplinary teams, and adherence to

Qualifikationen

• 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).

Aufgaben

• 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 escalate 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.

Kenntnisse

First-line IT support

ITIL

Troubleshooting

Ticketing systems

Customer service

Incident prioritization

Problem solving

Organisational skills

ITIL Foundation

Security clearance

Tools

ServiceNow

Jira Service Management

ServiceDesk Plus

Jobbeschreibung

RTX is seeking a Service Desk Analyst to join its defence training alliance in the UK. You will be the first point of contact, logging and triaging incidents, and providing first-line technical support across systems and applications.

You will work within ITIL-aligned processes, maintain records, and communicate updates to users while contributing to continuous service improvements. The role emphasizes customer-focused service, collaboration with multidisciplinary teams, and adherence to