Service Desk Agent

Date Posted:

2026-11-11



Country:

United Kingdom



Location:

Warminster, Wiltshire



Position Role Type:

Hybrid

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.

Service Desk Agent

Be at the forefront of transforming British Army training.

About us -

At OMNIA® Training, we’ve brought together some of the UK’s most innovative defence training organisations under one powerful mission: to transform the British Army’s training system and create the best-trained Army in the world.

OMNIA are redefining the British Army’s collective training. To do that, we are looking for the best and brightest minds from across the UK. We are backed by British innovation and powered by world-class experts, like you. OMNIA is at the heart of the UK’s bold Land Industrial Strategy.

The role -

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.

Key Responsibilities -

• Act as the first point of contact for users reporting incidents or requesting support through the service desk.
• Log, categorise, and prioritise incidents and service requests in accordance with ITIL service management processes.
• Provide first-line technical support, troubleshooting issues related to systems, applications, and user environments.
• Resolve incidents at first contact where possible and escalate complex issues to Tier 2 support teams when required.
• Maintain accurate records of incidents, service requests, and resolutions within the service management platform.
• Communicate effectively with users to provide updates on incident status, resolution progress, and service availability.
• Monitor service desk queues to ensure timely response and resolution in line with Service Level Agreements (SLAs).
• Support knowledge management by creating and maintaining support documentation and knowledge base articles.
• Contribute to service improvement initiatives by identifying recurring issues and recommending process improvements.

Who we are looking for -

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.

Essential Skills and Experience -

• 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).

Desirable Skills and Experience -

• Experience working within defence, government, or regulated service environments.
• Experience supporting cloud-based environments (e.g. Azure, AWS) or hybrid infrastructure.
• Familiarity with monitoring and observability tools (e.g. Grafana, ELK stack, Prometheus).
• Experience supporting enterprise IT environments including cloud-based systems or hybrid infrastructure.
• Experience supporting users within secure or regulated environments.
• Familiarity with monitoring tools or service dashboards used to track system availability.
• Experience supporting users during operational events, exercises, or high-demand periods.
• Basic knowledge of networking, identity management, or access control processes.
• Familiarity with configuration management and CMDB concepts.
• Experience contributing to knowledge base development or support documentation.
• Relevant technical certifications in IT support or infrastructure.
• Experience working within defence, government, or regulated operational environments.

What we offer -

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.  

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