IT Desktop Engineering Support Analyst - ContractorApply Requisition ID 173773BR Date updated 02/24/2021
Location(s): Harlow / Glenrothes
Function: Information Technology
Summary of Role
Raytheon UK has an opportunity for an experienced IT Desktop Support Analyst to assist in the Deployment of Applications across the organization. This person will be highly visible to remote sites and key Programmes and will be responsible for the delivery of front line services as a key part of the face of IT, to successfully enable our expanding business and assure operational delivery of critical services.
The IT Desktop Support Analyst is a technical role and is responsible for deploying IT applications and user support. The role will support incident resolution, problem investigation, servicing requests and technical project support within their area.
•Organise, plan and execute upgrades or remediation activities
•Ensure IT services are delivered in a repeatable way that exceeds customer expectations, including the provision of progress and updates of any in-flight service requests.
•Maintain an understanding of all Engineering business systems and applications within the organisations.
•Organise and collaborate with other Remote Site Service Analysts to ensure that delivery of all IT services delivered from this function are highly responsive and communicative, effectively prioritised and timely.
•Identify and own improvements creating a culture of continuous improvement, simplification and automation that increases overall functional performance.
•Create, review and maintain appropriate process, system and support documentation for use by the remote site services and service desk teams..
•Ensure works are completed in line with all relevant Health and Safety policies and guidelines.
•Ensure IT services comply with IS assurance, governance and policies enabling operation with confidence
•Maintain consistently high levels of satisfaction.
•Influence locally based colleagues, creating trusted relationships and driving higher levels of engagement with our colleagues and customers.
•Support the effective transition of business change into business as usual operation ensuring minimal business impact.
•Support the development self service capability tools for the IT function such as help and support guides, FAQ’s, Wiki’s, etc.
•Interface with technical IT competency centres for the purposes of complex incident resolution and / or technical project delivery.
•Carry out any other operational duties as reasonably required.
Demonstrable Skills and Levels - SFIA Foundation Definitions
•Autonomy - Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.
•Complexity - Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues.
•Business Skills - Selects appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets. Rapidly absorbs new information and applies it effectively. Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.
•Experience of using Microsoft based enterprise tools •Broad background and previous experience of supporting IT Remote Site Services environments including devices, networking, troubleshooting and IT project delivery.
•Previous experience providing 2nd & 3rd line IT Infrastructure support for key systems and services across a complex multinational business.
•Operates with minimal supervision, providing IT services at geographically dispersed sites within the UK.
•Demonstrated advanced knowledge of IT troubleshooting techniques, computing technologies and desktop support.
•A champion of customer experience ensuring a consistent level of service is met through active management of service delivery resulting in a regular high net promoter score or equivalent.
•Proven track record in engaging with colleagues calmly and positively during challenging scenarios.
•Proven track record of ability to explain technical concepts in plain English to non-technical audiences.
•Strong knowledge of Service Desk call progression and Service Management software solutions.
•Demonstrable track record of service and process improvement.
•ITIL qualifications and practical application experience within a service centric organisation.
•Training and knowledge of health and Safety risk assessments, method statements and safe working practices.
•Willingness to travel to supported locations as required.
Ability to Telecommute
Temporary telecommuting - during COVID-19
Information and Knowledge Systems
Type Of Job
United Kingdom - Glenrothes
United Kingdom - Harlow
Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.