1st Line Support Analyst

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. The Service Desk Agent 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 mindset 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 * Diverse and inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs * 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 * Excellent parental leave options    ******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:** Day Shift (United Kingdom)