Professional IT Support

Airbus; Greater London; Hybrid; GBP 35,000 - 48,000; Full time

Job summary

Airbus in Leeds is seeking a Professional IT Support specialist to maintain IT Infra Run including service desk, site and network run. You will ensure SLA alignment, collaborate with IT Infra teams across clusters, and act as escalation point for EMEA North Cluster.

The role focuses on user and infrastructure support, adhering to ITIL standards, building relationships with stakeholders, and delivering reliable technology services on site in Leeds.

Qualifications

• ITIL-based service management experience preferred.
• Strong customer focus and communication skills.
• Ability to work across teams and clusters to share best practices.

Responsibilities

• Provide Level 1–2 IT support for IT Infra Run (service desk, site support, network run) on site in Leeds.
• Ensure SLA targets are met and align with ITIL standards and ITSM guidance.
• Escalate issues appropriately and maintain clear communication with end users and teams.
• Collaborate with IT Infra team members across clusters to share best practices and ensure consistent support.
• Act as escalation point for IT Infra Run within EMEA, North Cluster, delivering reliable technology services.

Job description

## Professional IT SupportApply: Onsite: Leeds,United Kingdom: Full time: Posted Today: JR111762**Responsibilities:*** The role of the IT Infra Run, Tier 1&2 is to ensure IT Infra Run (which includes Service Desk, Site Support and Network Run) performance is in line with expectations.* The person will be responsible at an operational level, for providing a workable organization and structure within EMEA , North Cluster.* Ensure alignment between the clusters as well as to global standards* Responsible and accountable for Tier 1&2 responsibilities, namely:* First line of Support- User Focused* Second line of Support- User and Infrastructure Focused* Ensure proper support organization meeting SLA and target metrics* Meet the implemented SLAs following the guidance from the ITSM organization* Adhere to Information Technology Infrastructure Library (ITIL) standards and best practices following the guidance from the ITSM organization* Develop & maintain business relationships with stakeholders to ensure IT Infra Run performance is in line with expectations* Work together with IT Infra team members of other clusters, for best practice sharing and collaboration* Work together with other IT Teams for proper support within EMEA , North Cluster, assets deployment and SOP* Act as a technical escalation point* Acts as the point of contact for IT Infra Run within EMEA , North Cluster* Responsible for the quality and delivery of technology support services* Escalate when/where needed; Ensure communication succinctly to end users and across teams