Thales Doncaster, England, United KingdomEnd User Support Analyst

Location: Doncaster, onsite working with 5 days in the officeIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow''s possible.Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space. Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.End User Support AnalystsLocation: Doncaster, onsite working with 5 days in the officeReady to leverage your service desk experience and IT skills in a fast-paced, collaborative environment?What The Role Has To OfferTake ownership of incidents from start to finish, ensuring timely resolution that meets customer satisfaction and aligns with SLA targets, while developing strong problem-solving skills in a dynamic environmentGain hands-on experience with a wide range of IT systems, including Active Directory, Exchange, VMWare, and Microsoft Office deployments, enhancing your technical expertise and career growth opportunitiesOur OpportunityJoin our UK Service Desk Team and play a key role in delivering exceptional IT support to business users across the UK. In this role, you’ll manage incidents and service requests using the ServiceNow tool, ensuring timely logging, accurate diagnosis, and effective resolution to keep our operations running smoothly. If you''re passionate about problem-solving and providing outstanding user support, apply now to become an essential part of our dedicated IT support team!The Service Desk covers Monday to Friday 07:30 to 18:00. The role would involve working as part of a large SC Cleared team taking telephone calls and chats from users from all areas of the business as well as monitoring the on-line portal, deploying software and managing Service Request implementations.What We Offer YouPension – match like-for-like up to 7% of annual base salaryLife Assurance – 2 x base salary minimum (8 x salary if part of the pension scheme)Income Protection – 50% of salary less state benefits for 5 yearsAnnual Leave – 201 hours, bank holidays, plus 1 company dayPrivate Medical Insurance - Couples cover24/7 Employee Assistance Programme24 hours paid leave for volunteering activitiesAccess to flexible benefits and discounts – dental insurance, buying and selling annual leave, cycle to work, and many moreKey Responsibilities And TasksEnd to end call management of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAsResponsible for answering all calls and chats to the Service Desk within the SLA response timesRaising Service Requests from users either via the phone or online portalAccurately recording all incident details and resolution activity into the Service Desk toolAssisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicableProviding a high level of first-time fix for all incidentsEscalating incidents to the next level of management or technical support where SLA timescales are reachedEnsuring regular communications updates are provided to the customer until incidents are resolvedUser account creation in Active Directory and NTEmail account management in ExchangeFull lifecycle administration of Windows Shares and Active DirectoryDeployment of Virtual Machines within VMWareConfiguration and deployment of Microsoft Office suites and other softwareAdherence to Thales procedures, working practices and department specific processesOther ad-hoc duties as required to support the Service Management operationAbout YouWe’re looking for someone with service desk experience, handling a diverse range of issues, applications, and assets. Familiarity with Enterprise Volt, Windows 7, Exchange, Outlook, and other Microsoft applications is a big plus! You’ll thrive by communicating confidently and thoughtfully with a wide variety of colleagues and suppliers. ITIL v3 Foundation is desirable.If you come from a customer service and IT background and enjoy collaborating within a large, dynamic team, this role is perfect for you. You’ll need to be adaptable to shifting priorities, delivering outstanding customer service every step of the way. Bring your methodical problem-solving skills to troubleshoot both IT and Service Management challenges with confidence and precision!Security Clearance StatementThis role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance. To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency - United Kingdom Security Vetting - GOV.UK (www.gov.uk)In line with Thales'' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.Great journeys start here, apply now!Note: This is a refined, stand-alone job description extracted from a broader posting; it preserves the core responsibilities and requirements while removing extraneous boilerplate and duplicate sections.

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