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Service Desk Analyst - Contractor

Employer
Raytheon UK
Location
United Kingdom, Harlow
Salary
Competitive
Closing date
24 Jul 2019

View more

Recruiter Type
Direct Employer
Sector
Defence
Job Role
Software Developer
Job Type
Permanent

Job Details

Job Title: Service Desk Analyst
Location(s): Harlow

Function : Information Technology

Raytheon UK has an opportunity for a Service Desk Analyst within the UK Information Technology function. The function is responsible for the delivery of IT services to all UK based divisions to successfully enable our expanding business and assure operational delivery of critical functions and services that are reliant on all aspects of technology.
As a Service Desk Analyst, the incumbent will provide first level support to Raytheon UK colleagues within the Incident Service Desk. Service Desk Analysts provide technical support, performing IT diagnostics over the phone, and progress incidents and service requests through to resolution or escalation to the appropriate area. The Service Desk Analyst with have a genuine interest in customer service, technical support and building relationships.

Summary of Role
  • Provide first level support for IT issues within a Service Desk environment.
  • Logging calls and perform diagnostics over the phone.
  • Troubleshoot and resolve IT system problems for Raytheon UK colleagues.
  • Manage customer queries and updates regarding existing Incidents and service requests, maintaining a high level of communication with the customer at all times.

Main Duties
  • Responsible for performing first level incident/IT service request logging and problem management.
  • Resolve or escalate customer requests via Service Desk management system.
  • Provide best-in-class IT customer service and rapid service resolution.
  • Document and escalate IT problem trends, customer concerns and issues.
  • Create users and reset passwords.

Demonstrable Skills and Levels - SFIA Foundation Definitions
  • Autonomy
    - Works under supervision. Uses little discretion. Is expected to seek guidance in unexpected situations.
  • Influence
    - Minimal Influence. May work alone, or interact with immediate colleagues.
  • Complexity
    - Performs routine activities in a structured environment. Requires assistance in resolving unexpected problems.
  • Business Skills
    - Uses basic information systems and technology foundations, applications and processes. Demonstrates an organised approach to work. Learns new skills and applies newly acquired knowledge. Follows code of conduct, ethics and organisational standards. Is aware of health and safety issues. Has sufficient communication skills for effective dialogue with others. Contributes to identifying own development opportunities

Candidate Requirements

Essential
  • Demonstrated knowledge of IT troubleshooting techniques, computing technologies and desktop support.
  • A strong knowledge of Microsoft based operating systems.
  • Experience with using and troubleshooting Microsoft Office.
  • Basic understanding of PC hardware set-up and configuration.
  • Genuine interest in customer service, technical support and building relationships.
  • Ability to work well in a fast paced team environment.
  • Excellent written and verbal communication skills
  • SC cleared or the ability to become SC cleared.
  • Bachelor's degree in Information Technology, Engineering, Science, or Mathematics, although significant experience and track record with tertiary qualifications is acceptable.


Desirable
  • Professional certifications; CompTIA A+, Security+
  • Experience of working in an Incident Service Desk environment logging calls and performing IT diagnostics over the phone
  • Previous experience with ServiceNow and/or Service Desk Express

143610
Relocation Eligible
No

Clearance Type
SC

Expertise
Information and Knowledge Systems

Type Of Job
Full Time

Work Location
United Kingdom - Harlow

Company

Raytheon UK is a subsidiary of Raytheon Company. It is a prime contractor and major supplier to the U.K. Ministry of Defence and has developed strong capabilities in mission systems integration in defence, national security and commercial markets. Raytheon UK also designs, develops and manufactures a range of high-technology electronic systems and software at facilities in Harlow, Glenrothes, Gloucester, Waddington, Broughton and Manchester.

 

Raytheon UK has six key sites. Our manufacturing hub is in Glenrothes in Fife where we employ more than 560 people. The aircraft systems integration takes place in Broughton, North Wales. We manage the Sentinel programme from RAF Waddington where we provide training and a wide range of development work for the RAF. At Gloucester and Manchester, our new cyber business centres conduct specialist research and software development work for customers, and finally there’s our technology centre in Harlow.

 

With more than 1,600 employees situated across England, Scotland and Wales, Raytheon UK continues to invest in its infrastructure and people as well as growing its graduate and apprenticeship programmes.

 

Raytheon Company, with 2017 sales of $25 billion and 64,000 employees, is a technology and innovation leader specializing in defense, civil government and cybersecurity solutions. With a history of innovation spanning 96 years, Raytheon provides state-of-the-art electronics, mission systems integration, C5I™ products and services, sensing, effects, and mission support for customers in more than 80 countries. Raytheon is headquartered in Waltham, Mass.

Company info
Telephone
01895 816248
Location
Uxbridge
GB

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