Service Desk Agent

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Raytheon brings the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today’s mission and stay ahead of tomorrow’s threat. We deliver solutions that help our nation and allies defend freedoms and deter aggression, creating a safer, more secure world. Join us and help shape the future of aerospace and defense.

This is more than a job — it’s a mission. You will be part of a high-impact, collaborative environment, where we expect everyone to live the values and standards of the British Army. Every person in our team plays a critical role in delivering OMNIA’s vision; designing, delivering, and transforming collective training so the British Army is ready to fight and win.

You’ll work in a matrix organisation and report operationally through OMNIA Training and functionally through the Service Desk Incident & Request Manager. Ultimately, you’ll work for the British Army, championing innovation, and helping shape the future of military collective training.

We’re after individuals who want to serve. You’ll have a mission focus, and the enthusiasm and drive to ‘get things done’. You’ll want to work in collaboration with other defence training organisations, and the British Army. You won’t let bureaucracy get in the way of what needs to be done, you’ll learn lessons and share these lessons across the team. You won’t necessarily have a military background, but you’ll understand what it means to serve and to put the mission first.

This position requires a customer first mindset, strong stakeholder engagement skills, and the ability work in a multidisciplinary engineering team in a complex and evolving environment.

• Experience providing first-line IT support within a service desk or technical support environment.
• Understanding of ITIL service management practices, particularly incident and request management.
• Ability to diagnose and resolve common technical issues relating to systems, applications, and user environments.
• Experience using service management or ticketing platforms (e.g. ServiceNow, Jira Service Management, ServiceDesk Plus).
• Strong customer service skills with the ability to communicate effectively with technical and non-technical users.
• Ability to prioritise and manage multiple incidents and service requests simultaneously.
• Strong problem-solving and troubleshooting skills.
• Good organisational skills with attention to detail when recording incidents and resolutions.
• ITIL Foundation certification or willingness to obtain.
• Holds or is eligible for UK Security Clearance (SC).

Be Part of a Groundbreaking MissionJoin the UK’s most advanced defence training alliance, where industry experts converge to push boundaries and deliver excellence.

A Culture Built on CollaborationWork in an inclusive, high-performing team that celebrates ideas, supports growth, and is laser-focused on delivering results.

Team dynamicsYou will be part of a team that works together, across multiple organisations united in one mission.   

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RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

Click on this link to read the Policy and Terms