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Apprentice Service Desk Analyst

Raytheon UK
United Kingdom-Glenrothes
Closing date
24 Jun 2024

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Defence , Engineering, IT
Job Role
Software Developer
Job Type

Job Details

Date Posted:
United Kingdom
GBR02: Glenrothes, Scotland, Queensway Industrial Estate, Glenrothes, KY7 5PY
Position Role Type:
Apprentice Service Desk Analyst

Glenrothes (Hybrid with a minimum of two days a week on site)

Summary of role:

Raytheon UK is looking for an individual with the desire to learn and enthusiasm to join our Design Technology team as an Apprentice Service Desk Analyst. This is a challenging role which will be highly rewarding and will launch a career in DT. The successful candidate will be assigned a permanent role and will work at our Glenrothes site. However, visits to other Raytheon UK sites may be required.

During the apprenticeship the successful candidate will:
  • Act as first point of contact between colleagues experiencing technical issues and Digital technology.
  • Effectively manage calls/Tickets to a conclusion, with a goal of delivering a 'first-time fix'
  • Ensure customer SLAs are met, or exceeded, by accurately logging incidents, service requests and problems onto Cherwell the ticket management system.
  • Provide remote and onsite support.
  • Ensure all tickets are clearly and accurately logged and that customers are regularly informed of progress throughout the lifetime of the fault or service request.
  • Work with the rest of the service desk team, liaising with service owners and other DT teams to assist with fault management resolution.
  • Proactively escalate Incidents to the responsible team when SLA targets are expected to be breached, or where technical or functional escalation is needed.
  • Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives.
  • Ensure all procedures are followed, and all centralised records, systems, and tools are maintained and kept up to date.
  • Take proactive accountability and ownership of own actions and SD activity to ensure colleagues best interests are maintained.
  • Develop relationships with customers to ensure exceptional customer service is always delivered.
  • Complete wide variety of Service Desk tasks including creating new users.
  • Identification of recurring issues and raising problem records for investigation.
  • Take proactive responsibility for communication during major Incidents and provide updates as required by Service Management, and Service Desk Manager/TL.
Candidate Requirements


Candidates should have:
  • Excellent written and verbal communication skills
  • Ability to manage multiple tasks.
  • Good attention to detail
  • The ability to work well under pressure.
  • Good teamwork skills
  • Proficiency of Microsoft Office

Technical work experience

Course Information & Eligibility

As an apprentice you will be fully supported to obtain an IT Support Professional SCQF Level 8' qualification (modern apprenticeship) qualification over 12 - 18 months. This course requires working 5 days a week and incorporating 2 hours out of the working week put towards completing coursework, this can be done onsite- 11 days (split into 1-, 2- and 3-day blocks) of mandatory virtual classroom training.

You must be aged between 19-24 to be eligible for funding. Relevant qualification (e.g. HND in Cyber Security) which shows you can handle the course requirements, however, if you have already completed an IT Support Analyst course, then you may not be eligible for the funding, so should be a relevant qualification, however not the same one we are looking to put you on.

It is required that applicants will have achieved a minimum of 5 GCSEs Grades A*-C/ 9-4 or above which include Maths and English subject and have achieved (or predicted to achieve) a minimum of 3 A Levels at Grade C or above. Applicants should be eligible to work in the UK and be able to successfully achieve MoD security clearance.

Throughout the apprenticeship the successful candidate will have responsibility for their own work packages which align to the requirements of the course. In addition, the apprentice will support the wider members of the team on more complex transactions. The apprentice will be part of a network of apprentices and graduates across the business with access to training, networking opportunities and business exposure.

Upon completion of the apprenticeship, the successful candidate will have the opportunity to join the Design Technology team as a Service Desk Analyst.


RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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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
01895 816248

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