Job Title: Senior Service Desk Analyst Location(s): Harlow
Function : Information Technology
Raytheon UK has an opportunity for a Senior 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 Senior Service Desk Analyst, the incumbent will provide first level support to Raytheon UK colleagues within theIncident Service Desk. Senior 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 Senior 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.
Responsible for performing first level incident resolution
IT service request logging and problem management.
Act as first point of escalation for customer requests and user issues
Training and educating members of the IT support team .
Provide best-in-class IT customer service and rapid service resolution.
Document and escalate IT problem trends, customer concerns and issues.
Review and maintain work instructions and scripts to ensure best fit.
Demonstrable Skills and Levels - SFIA Foundation Definitions
Autonomy - Works under routine direction. Uses limited discretion in resolving issues or enquiries. Works without frequent reference to others.
Influence - Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. May have more influence in own domain.
Complexity - Performs a range of work activities in varied environments. May contribute to routine issue resolution.
Business Skills - Understands and uses appropriate methods, tools and applications. Demonstrates a rational and organised approach to work. Identifies and negotiates own development opportunities. Has sufficient communication skills for effective dialogue with customers, suppliers and partners. Is able to work in a team. Is able to plan, schedule and monitor own work within short time horizons. Absorbs new information when it is presented systematically and applies it effectively.
Previous experience of working within an Incident Service Desk environment logging calls and performing IT diagnostics over the phone
Demonstrated advanced 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.
Solid 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.
Professional certifications; CompTIA A+, Security+
Previous experience with ServiceNow and/or Service Desk Express
Raytheon UK is a subsidiary of Raytheon Company. We are a prime contractor and major supplier to the UK Ministry of Defence and have developed strong capabilities in mission systems integration in defence, National & Cyber security and commercial markets. Raytheon UK also designs, develops and manufactures a range of high-technology electronic systems and software solutions at its facilities in Harlow, Glenrothes, Gloucester, Manchester Waddington and Broughton.
Raytheon Company, with 2017 sales of $25 billion and 64,000 employees, is a technology and innovation leader specialising in defence, civil government and cybersecurity solutions. With a history of innovation spanning 96 years, Raytheon provides state-of-the-art electronics, mission systems integration, C5ITM products and services, sensing, effects, and mission support for customers in more than 80 countries. Raytheon is headquartered in Waltham, Mass
Raytheon Career Development:
Raytheon has a wealth of resources available to help you develop your career from the moment you join. Activities range from on-line learning modules, to external training and support for taking professional qualifications relevant to your role.
· 25 days holiday + statutory public holidays · Contributory Pension Scheme (up to 10.5% company contribution) · 6 times salary ?Life Assurance? · Flexible Benefits scheme with extensive salary sacrifice scheme?s. · Enhanced sick pay scheme · Enhanced Family Friendly Policies, including enhanced Maternity & Shared Parental leave. · 37hr working week, with an early finish Friday (hours may vary depending on role, job requirement or site specifics arrangements). Flexible working arrangements may be considered depending on the role and subject to line manager approval. · Canteen facilities available at Harlow & Glenrothes sites with free snacks & drinks (hot & cold) available at others
Diversity is a core business imperative at Raytheon. We are an equal opportunity employer that promotes inclusiveness and always employs the best professionals for the job. Having a diverse workforce allows Raytheon to draw upon a range of different ideas and experiences which supports growing our business and creates an environment where everyone has an equal opportunity for success. Raytheon UK pro-actively encourages diversity of ideas, thoughts, and networking opportunities and has created Employee Resource Groups (ERGs) including Raytheon Women's Network, YesNet (Young Employees Success Network), D&I counsel, Reservist Network etc and all Raytheon employees are welcome to participate regardless of their background.