Service Desk Senior Specialist

BAE Systems Strategic Aerospace Services WLL | Full time

In-depth understanding of service desk operations and escalation procedures.

Advanced troubleshooting, analytical, and problem-solving skills.

Excellent customer service, communication, and stakeholder management abilities.

Proven ability to lead, coach, and mentor junior Service Desk staff.

Strong focus on documentation accuracy, process adherence, and service quality.

Key Responsibilities

Serve as the escalation point for complex incidents and service requests, ensuring timely resolution and customer satisfaction.

Oversee daily service desk operations, maintaining compliance with established SLAs, KPIs, and ITIL standards.

Deliver technical and functional support for end‑user hardware, software, and application issues.

Conduct root cause analysis for recurring incidents and recommend preventive measures or process improvements.

Ensure accurate and complete ticket logging, classification, and documentation within the ITSM system.

Monitor and manage support queues, ensuring requests are prioritised, assigned, and resolved efficiently.

Develop and maintain strong relationships with end users and business stakeholders, ensuring clear and proactive communication.

Update and contribute to the Service Desk Knowledge Base, ensuring it reflects current resolutions and procedures.

Mentor and support junior team members, fostering a collaborative and service‑oriented culture.

Participate in incident and problem management reviews, providing insights to enhance service quality and performance outcomes.

Requirements

Bachelor’s degree in computer science or equivalent field.

Minimum 6 years of experience in IT Service Desk operations or end‑user support.

Strong familiarity with ITSM tools and ticket lifecycle management.

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