BAE Systems Digital Intelligence is home to 4,500 digital, cyber, and intelligence experts. We work collaboratively across 10 countries to collect, connect, and understand complex data, enabling governments, nation states, armed forces, and commercial businesses to unlock digital advantages in demanding environments.
This role is part of the Operations team, where you will deliver prompt and professional solutions for customer requests via phone, email, chat, and ticketing tools. The work environment is Monday to Friday, 9-5, in a technical setting. A customer is primarily defined as external to the organization.
Service Desk Staff Responsibilities
* Managing receipt, triage, and prioritization of Level 2/3 customer issues and requests, and allocating them to appropriate technical teams for resolution.
* Assisting with coordination of engineering activities, such as planning upgrades.
* Following ITIL principles in managing Incidents, Requests, Problems, and Changes.
* Interacting with diverse, geographically distributed technical staff and leaders.
* Providing regular and accurate reports on service performance.
Job Responsibilities
* Operating within a Technical Service Desk environment to capture and triage customer requests using the Enterprise Service Management Platform/System (ESMP).
* Capturing business and customer impacts to validate incident priorities.
* Ensuring all interactions are documented in the ESMP.
* Following up and progressing issues to resolution, including escalation when necessary.
* Planning device and bespoke solution upgrades, liaising with customers for optimal experience.
* Supporting the planning and remediation of security vulnerabilities.
* Maintaining operational procedures and reviewing their effectiveness.
* Escalating SLA breaches promptly.
* Generating customer-focused Service Level Review Reports using ESMP data.
Desired Skills and Experience
* Experience managing customer services, preferably with ITIL Framework.
* Relevant degree or qualification (completed or ongoing) is desirable.
* ITIL Service Management Qualification is a plus.
* Knowledge in areas such as Unix Servers, Oracle, Cisco/Juniper devices, VOIP, End User Computing, Cross Domain applications, and hardware is advantageous.
* NV1 security clearance is required or the ability to obtain it; NV2 is preferred.
Skills
The role is entry-level, with opportunities for skill development and career progression into Support Engineering or other specialized roles.
* Completing and resolving customer service tasks under supervision.
* Following support processes and best practices.
* Triaging and resolving simple tasks and requests.
* Escalating unresolved issues appropriately.
* Reporting activities to team leaders.
* Handling simple tasks independently.
Life at BAE Systems Digital Intelligence
We embrace Hybrid Working, allowing flexibility in where and when you work, including from home, offices, or client sites. This approach fosters collaboration and work-life balance.
Diversity and inclusion are core to our culture, enabling a workforce with varied perspectives and backgrounds to excel and innovate.
Division Overview: Capabilities
Our Capabilities team leads in cyber defense, engineering, consulting, and project management, designing solutions that keep us at the forefront of digital transformation globally. Your role will contribute to creating and managing solutions that defend our clients in a constantly evolving digital landscape.
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