IT Service Desk Analyst

Boeing

Service Desk Agent providing first-level IT support for Boeing in Milton Keynes. Responsible for resolving technical issues and maintaining customer satisfaction.

Posted 6/17/2026full-timeMilton Keynes • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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

Benefits

Comp & perks

Competitive salary and annual incentive plans
Continuous learning - you’ll develop the mindset and skills to navigate whatever comes next
Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way
Diverse and inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs
23 days plus UK public holidays and a Winter Break between Christmas and New Year
Pension Plan with up to 10% employer contribution
Company paid BUPA Medical Plan
Short Term Sickness: 100% pay for the first 26 weeks
Long Term Sickness: 66.67% of annual salary from 27th week
6x annual salary life insurance
Learning Together Programme to support your on-going personal and career development
Access to Boeing’s Well Being Programs, tool and incentives
6 weeks paternity leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingdiagnosing hardware issuesdiagnosing software issuesticketing system documentationaccount managementpassword resetsIT policiesIT proceduresIT best practicesITIL methodology

Soft Skills

problem-solvingcritical thinkingverbal communicationwritten communicationcalm under pressureteamworkindependencecustomer servicecollaborationadaptability

Certifications

SC clearance