{"id":4128464,"url":"https://alion.io/job/rtx-service-desk-agent","title":"Service Desk Agent","company":{"id":1162,"name":"RTX","domain":"rtx.com","url":"https://alion.io/company/raytheon-technologies","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":532,"ghost_share":0.006,"stale_share":0.695,"repost_share":0.036,"time_to_fill_p50_days":29,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warminster, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Grafana","optional":true},{"name":"Prometheus","optional":true}],"status":"live","first_seen_at":"2026-11-11T00:00:00Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T01:53:45Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Date Posted:\n2026-11-11\n\nCountry:\nUnited Kingdom\n\nLocation:\nWarminster, Wiltshire\n\nPosition Role Type:\nHybridAt 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.\nRaytheon 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.\nService Desk Agen t\nBe at the forefront of transforming British Army training.\nAbout us -\nAt 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.\nOMNIA 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.\nThe role -\nThis 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.\nYou’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.\nKey Responsibilities -\nAct as the first point of contact for users reporting incidents or requesting support through the service desk.\nLog, categorise, and prioritise incidents and service requests in accordance with ITIL service management processes.\nProvide first-line technical support, troubleshooting issues related to systems, applications, and user environments.\nResolve incidents at first contact where possible and escalate complex issues to Tier 2 support teams when required.\nMaintain accurate records of incidents, service requests, and resolutions within the service management platform.\nCommunicate effectively with users to provide updates on incident status, resolution progress, and service availability.\nMonitor service desk queues to ensure timely response and resolution in line with Service Level Agreements (SLAs).\nSupport knowledge management by creating and maintaining support documentation and knowledge base articles.\nContribute to service improvement initiatives by identifying recurring issues and recommending process improvements.\nWho we are looking for -\nWe’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.\nThis 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.\nEssential Skills and Experience -\nExperience providing first-line IT support within a service desk or technical support environment.\nUnderstanding of ITIL service management practices, particularly incident and request management.\nAbility to diagnose and resolve common technical issues relating to systems, applications, and user environments.\nExperience using service management or ticketing platforms (e.g. ServiceNow, Jira Service Management, ServiceDesk Plus).\nStrong customer service skills with the ability to communicate effectively with technical and non-technical users.\nAbility to prioritise and manage multiple incidents and service requests simultaneously.\nStrong problem-solving and troubleshooting skills.\nGood organisational skills with attention to detail when recording incidents and resolutions.\nITIL Foundation certification or willingness to obtain.\nHolds or is eligible for UK Security Clearance (SC).\n\nDesirable Skills and Experienc e -\nExperience working within defence, government, or regulated service environments.\nExperience supporting cloud-based environments (e.g. Azure, AWS) or hybrid infrastructure.\nFamiliarity with monitoring and observability tools (e.g. Grafana, ELK stack, Prometheus).\nExperience supporting enterprise IT environments including cloud-based systems or hybrid infrastructure.\nExperience supporting users within secure or regulated environments.\nFamiliarity with monitoring tools or service dashboards used to track system availability.\nExperience supporting users during operational events, exercises, or high-demand periods.\nBasic knowledge of networking, identity management, or access control processes.\nFamiliarity with configuration management and CMDB concepts.\nExperience contributing to knowledge base development or support documentation.\nRelevant technical certifications in IT support or infrastructure.\nExperience working within defence, government, or regulated operational environments.\nWhat we offer -\nBe Part of a Groundbreaking MissionJoin the UK’s most advanced defence training alliance, where industry experts converge to push boundaries and deliver excellence.\nA Culture Built on CollaborationWork in an inclusive, high-performing team that celebrates ideas, supports growth, and is laser-focused on delivering results.\nTeam dynamicsYou will be part of a team that works together, across multiple organisations united in one mission.\nRTX 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.\nPrivacy Policy and Terms:\nClick on this link to read the Policy and Terms","description_format":"text","description_chars":6729,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Missiles","Air Defense","Defense Manufacturing","Avionics & Flight Control"],"lifecycle":[{"event":"open","at":"2026-11-12T01:53:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":29,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-11-12T04:10:56Z"},"pay":null,"html_url":"https://alion.io/job/rtx-service-desk-agent","json_url":"https://alion.io/job/rtx-service-desk-agent.json","meta":{"generated_at":"2026-11-12T04:10:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9099,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1162},"rest":"https://alion.io/mcp/rest/get_company?id=1162"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frtx-service-desk-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frtx-service-desk-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frtx-service-desk-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rtx-service-desk-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frtx-service-desk-agent"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4128464}},{"tool":"search_jobs","arguments":{"company":"rtx.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4128464},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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