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 Agen t
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…