1st Line Support Analyst

Boeing
Bristol
Workplace: HybridFull timeFunction: Product ManagementSkills: ["Customer-oriented","Problem-solving","Critical thinking","Verbal communication","Written communication","Work independently","Team collaboration"]

Provide first-level IT support as the service desk’s first point of contact. Triage and resolve hardware/software issues via phone, email, and ticketing tools, documenting all interactions in the system. Support users with account management (password resets and access issues), maintain IT policy knowledge, and coordinate with resolver groups to escalate and improve service delivery. Participate in training and help build knowledge base and user documentation.

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Boeing
Boeing
2 days ago

1st Line Support Analyst

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Last checked: 1 day agoStatus: Live

Job Summary

Provide first-level IT support as the service desk’s first point of contact. Triage and resolve hardware/software issues via phone, email, and ticketing tools, documenting all interactions in the system. Support users with account management (password resets and access issues), maintain IT policy knowledge, and coordinate with resolver groups to escalate and improve service delivery. Participate in training and help build knowledge base and user documentation.
Location: Bristol
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •Respond to incoming service requests via phone, email, and end-user tickets in a timely and professional manner.
  • •Diagnose and troubleshoot initial hardware and software issues, resolving or escalating to higher-level support as needed.
  • •Document all interactions and resolutions in the ticketing system for accurate tracking and reporting.
  • •Assist users with account management, including password resets and access issues.
  • •Collaborate with other IT teams/resolver groups to resolve complex issues and improve service delivery.

Pay and Benefits

Perks:Pension PlanMedical PlanLife InsuranceParental Leave

Key Requirements

  • •Ability to gain SC clearance (United Kingdom Security Check).
  • •Previous experience in customer service or technical support is preferred.
  • •Strong problem-solving skills and the ability to think critically under pressure.
  • •Excellent verbal and written communication skills.
  • •Familiarity with common operating systems and software applications is desired.
Skills:Customer-orientedProblem-solvingCritical thinkingVerbal communicationWritten communicationWork independentlyTeam collaboration
Tech Stack:Service desk ticketsTicketing systemDirect toolset

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.
Security Clearance:United Kingdom Security Check

Company Brief

Boeing
Designs, manufactures, and services commercial airplanes, defense systems, space vehicles, and related products and services globally. Boeing serves airlines, governments, and commercial customers with aerospace and defense technologies and integrated support solutions.
Industry: Aerospace Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Arlington, United States
Founded: 1916
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