IT Service Desk Analyst
// Role Summary
Boeing is seeking a customer-focused Service Desk Agent to provide essential first-level IT support, resolving technical issues efficiently and ensuring high user satisfaction.
// Key Responsibilities
- Provide first-level IT support via phone, email, and ticketing system.
- Diagnose and troubleshoot hardware and software issues, escalating when necessary.
- Assist users with account management, including password resets.
- Document all interactions and resolutions accurately.
- Ability to gain SC clearance required.
// Role Specification
Service Desk Agent
At Boeing, we innovate and collaborate to make the world a better place. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.
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)
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
Additional Information:
- Employer will not sponsor applicants for employment visa status.
- 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.
- Applications for this position will be accepted until Jul. 31, 2026.
- This is not an Export Control position.
- Relocation assistance is not a negotiable benefit for this position.
- This position requires the ability to obtain United Kingdom Security Check.
- Employer will not sponsor applicants for employment visa status.
- Shift: Not a Shift Worker (United Kingdom)