1st Line Support Analyst

Job description

1st Line Support Analyst Company: Boeing Defence United Kingdom Limited We are seeking a dedicated and customer-oriented Service Desk Agent to join our team. The ideal candidate will be responsible for providing first-level support to our users, ensuring that their technical issues are resolved efficiently and effectively. You will act as the first point of contact for all IT-related inquiries and will play a crucial role in maintaining high levels of customer satisfaction. Position Responsibilities: Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner. Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher-level support as necessary. Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting. Assist users with account management, including password resets and access issues. Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users. Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery. Participate in training sessions and workshops to enhance technical skills and customer service abilities. Contribute to the development of knowledge base articles and user documentation. Submit improvement proposals and enhancements in support of the Contractual obligations. Going the Extra Mile(GEMS) Employer will not sponsor applicants for employment visa status. Required Skills/Experience: Ability to gain SC clearance Previous experience in a customer service or technical support role preferred. Strong problem-solving skills and the ability to think critically under pressure. Excellent verbal and written communication skills. Desired Skills/Experience: Ability to remain calm under pressure or through demanding challenges Familiarity with common operating systems and software applications. Ability to work independently and as part of a team in a fast-paced environment. Understanding of ITIL best practice methodology Relocation: This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense. The Boeing benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being. Here’s a snapshot of what we offer: Competitive salary and annual incentive plans Continuous learning - you’ll develop the approach and skills to navigate whatever comes next Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way An inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs Excellent Adoption and Parental leave options 23 days plus UK public holidays and a Winter Break between Christmas and New Year Pension Plan with up to 10% employer contribution Company paid BUPA Medical Plan Short Term Sickness: 100% pay for the first 26 weeks Long Term Sickness: 66.67% of annual salary from 27th week 6x annual salary life insurance Learning Together Programme to support your on-going personal and career development Access to Boeing’s Well Being Programs, tool and incentives Language Requirements: Not Applicable Education: Not Applicable Relocation: Relocation assistance is not a negotiable benefit for this position. Security Clearance: This position requires the ability to obtain United Kingdom Security Check. Visa Sponsorship: Employer will not sponsor applicants for employment visa status. Contingent Upon Award Program This position is not contingent upon program award Shift: Shift Worker (United Kingdom)