Service Desk Analyst

General Dynamics Mission Systems engineers a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation. With a global team of more than 13,000 top professionals, we partner with the best in industry to expand the bounds of innovation in the defence and scientific arenas. In the UK, we are leading the way in avionics and communication systems. Given the nature of our work and who we are, we value trust, honesty, alignment and transparency.

The GD-MS UK Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Engineer is to provide first line IT and business support for all GD staff as well as facilities support

The Service Desk Support Engineer is required to provide 1st line IT technical support to GD staff, assisting and diagnosing hardware, software and network-related issues and ensuring we achieve our SLA’s and KPI’s. The. This role is required to deliver high levels of customer satisfaction whilst meeting GD-MS continuous service delivery demands.

Service Desk staff work in a dynamic, fast-paced environment that provides services through multi-channels of communications. This role is responsible for ensuring a high level of customer service, triaging issues efficiently and escalating unresolved issues to engineers using our service management system.

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To be successful in this role you will have:

• Excellent customer service and communication skills, with focus on user experience
• Practical experience of working within an IT Service Desk Support Role
• Knowledge of Windows OS, MS-365 Suite, Cloud applications, and common IT hardware
• ITIL foundation and/or experience working in an ITIL environment
• Ability to prioritise and multitask in a fast-paced environment
• Flexible approach to working hours for Service Desk coverage
• Desirable: ServiceNow administration, experience in Windows Active Directory, Office365 administration, and basic network troubleshooting

Salary for this position is £24,524 to £26,500 depending on experience plus our excellent flexible benefits package.

We offer hybrid working - for this role ideally we are looking for an average of 2 days per week per month on site.

We pride ourselves in being a great place to work with a shared sense of purpose, offering impressive benefits: 

• A compressed nine-day fortnight and compressed hours - which means every other Friday off. 
• A personalized career development plan, alongside regular progress reviews - supporting and valuing your progression within the Company. 
• A flexible working environment where your contributions are recognized and rewarded with flexible benefits 

We believe in maintaining a diverse workplace - inclusive of beliefs, cultural background, job experiences, thoughts and ideas. If who we are and what we do resonates with you, we welcome you to join our inclusive team!

Our success is fuelled by our colleagues and the wide variety of backgrounds, perspectives, and skills they bring to the Company.

We are a Disability Confident Employer, as such we offer an interview to disabled people who meet the minimum criteria for the job.

Please email [email protected] if you would like your application to be considered under the DC Scheme.

All successful/appointed applicants must be able to obtain a level of UK Security clearance that is appropriate for the role and undertake suitable Right to work checks