Job Description
At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. 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.
The Boeing Defence UK's Digital Services and Analytics (DS&A) function is responsible for delivering programmes of work into the defence and security sectors across the UK.
We are seeking a dedicated and customer-oriented Service Desk Agent to join our team as an individual contributor level 1. 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.
The position is located in Bristol UK and will be expected to work across a 7x24x365 day shift pattern. (The role is to cover 5 days per week and will involve some occasional weekend working, on a rota basis).
Key responsibilities include:
* Respond to incoming service requests via phone, email, and chat in a timely and professional manner.
* Diagnose and troubleshoot 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.
* Provide guidance on the use of various software applications and tools.
* Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users.
* Collaborate with other IT team members 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.
* Ensure that requests for assistance are responded to in a timely manner according to agreed SLA's.
Required skills and experience:
* 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.
* Familiarity with common operating systems (Windows, macOS, Linux) and software applications.
* Basic understanding of networking concepts and hardware components.
* Ability to work independently and as part of a team in a fast-paced environment.
* Strong organizational skills and attention to detail.
Security Clearance and Eligibility
Important information regarding this role: This role is for a locally hired position in the UK and candidates must have current legal authorisation to work immediately in the UK. Boeing will not attempt to obtain immigration and/or labour sponsorship for any applicants. Benefits and pay are determined at the local level and are not part of Boeing US based payroll.
Please note that this role will require you to undergo a security clearance check (Security Check [SC]).
Export Control Requirements: This is not an Export Control position.
Relocation: Relocation assistance is not a negotiable benefit for this position.
Visa Sponsorship: Employer will not sponsor applicants for employment visa status.
Shift: Day Shift (United Kingdom)
Applications for this position will be accepted until Feb. 28, 2025.
Equal Opportunity Employer: We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.
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