# 1st Line Support Analyst

**Company**: Boeing Defence United Kingdom Limited
**Location**: GBR - Bristol
**Category**: Customer Service
**Industry**: Aerospace & Defence

**Apply**: https://boeing.wd1.myworkdayjobs.com/en-US/EXTERNAL_CAREERS/job/GBR---Bristol-UK/XMLNAME-1st-Line-Support-Analyst_JR2026526166-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f30f863d-b39

## Description

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.

You 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.

**Benefits:**

- Competitive salary and annual incentive plans

- Continuous learning - you’ll develop the approach 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

- An inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs

- Excellent Adoption and Parental leave options

- 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

## Skills

### Required
- SC clearance
- customer service
- technical support
- problem-solving
- communication skills

### Nice to have
- calm under pressure
- familiarity with common operating systems and software applications
- teamwork
- ITIL best practice methodology

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Source: [Apply at boeing.wd1.myworkdayjobs.com](https://boeing.wd1.myworkdayjobs.com/en-US/EXTERNAL_CAREERS/job/GBR---Bristol-UK/XMLNAME-1st-Line-Support-Analyst_JR2026526166-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)