IT Service Desk Analyst Full Time

England, United Kingdom | Bachelor's Degree | 3 - 5 years | Full Time | Male or Female | Information Technology | Aviation & Aerospace

Job Summary

Boeing Defence UK, a wholly owned subsidiary of The Boeing Company, is seeking a Service Support Team Lead to take responsibility for the day to day management of the Incident, Problem Access and Service Requests Process. You will be reporting to the Service Support Manager.

The Service Support Team Lead is the initial escalation point for the day to day communications with our main suppliers IBM, HP and Steria in support of Service Ops matters.

The Service Support Team Lead will be responsible for the BDUK Service Ops representation and input into the weekly Log NEC Service Review Meeting.

In addition the post is responsible for ensure all Service Support areas are properly represented at meetings with the MOD and our suppliers

The position is located in Bristol, UK. Travel to manage distributed team and to provide appropriate direction/leadership across sites is required.

Job Responsibilites

Policy and supporting processes ensuring best practices are fully adhered too across all areas of Service Support.
Manage support staff and underlying functions
Through reactive activities, identify, investigate and resolve service issues with minimum business impact
Through trend analysis and proactive activities identify and address preventable service issues
Develop, maintain and liaise with key process owners and support teams making support recommendations
Co-ordination of major and high business incidents and problems
Produce management information

You will be required to:
Manage day to day team priorities and work activities delivering to service and support requirements
Be able to make risk-based judgements around solutions through good analytical skills and disciplines
Work well with internal support teams, whose seniority and technical knowledge will range widely
Work professionally with key third party suppliers ensuring Service Support matters are progressed to a successful conclusion
Fully support key ITIL disciplines e.g. Change regards forthcoming releases & potential service problems
Provide support & guidance to all staff at appropriate levels leading by example
Act as initial escalation point for Service Support Processes.

Job Requirements

Knowledge/experience in;
Service Desk T1 call handling
Remote-control tools and their use in diagnosing and resolving software issues or queries
Other key ITIL processes and support functions

Ability to remain calm under pressure or through demanding challenges & customers

Active listening

Business & cultural awareness

Communications (written & verbal)

Empathy with customers

Good analytical skills

Interpersonal skills


Root cause analysis

Technical (proactive & reactive)

Are you legally authorised to work in the UK? 

Educational requirements:

Experience/qualifications in key areas include;
Experience within a multi-disciplined Operational Service Desk
ITIL qualified
HP BTO SM tool (or equivalent)
SC clearance or ability to obtain MoD clearance
Desirable MCDST or equivalent.

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