IT Customer Support Specialist

As an IT Customer Support Specialist you'll have a role that's out of the ordinary. Based on-site at RAF Cranwell, you will provide the day-to-day interface between the customer and Babcock's internal IT provider at their nominated site, and partner with key suppliers. The role will also act as the escalation point for all issues of an IT nature.

Day to Day, you'll act as the main point of contact within the customer's HQ at an operational level, as an extension of the customer's on-site team. This will include:

• Identifying any customer requirement for support, issue tracking, communications, resolution/escalation and local workarounds to deter contract penalties and service credits


• Coordinating and communicating with the customer for any changes, upgrades, outages, or general updates, to ensure there is no impact to the Daily Training Programme as well as assisting with deliveries of equipment


• Providing 2nd Line fault diagnosis and Incident management along with supporting Joiners and Leavers


• Liaising with external suppliers to ensure the service provided is fit for purpose and meets the needs of the customer


• Ensuring compliance with Babcock and the customers' regulations and procedures


• Ensuring company health, safety and environmental procedures are always implemented and complied with


This role is full time, 37.5 hours per week, and may involve occasional travel to other Babcock sites.


• Good overall understanding of IT (Strategy, Road maps, Products, Projects, Services, Processes, Applications, Infrastructure & Data) and its relationship to the business


• Strong customer service and communication skills, both written and verbal, with the ability to influence perceptions


• Ability to build effective relationships both internally and with the customer


• Good commercial awareness - considers the commercial impact of all decisions


• Demonstrable time management skills when handling several tasks at the same time


Desirable experience of the IT Customer Support Specialist:

• ITIL Foundation Certification


• IT Project management skills


• Ability to problem solve complex technical issues


• Work with a service desk tool to ensure requests are logged, updated and closed to agreed SLA's


• Resolve any problems relating to PC's, laptops, Printers, LAN, Videoconference, and other IT and telecommunications systems, We value difference and don't have a fixed idea when it comes to background or education, provided you can show the required level of experience then we would like to hear from you.


Applicants must have been continuously resident in the United Kingdom for a period of five years or more and have the ability to achieve SC security clearance for this role. Applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment, subject to approval.

Our Benefits

• Generous holiday allowance


• Matched contribution pension scheme up to 8% of salary, with life assurance


• Employee share scheme


• Employee shopping savings portal


• Payment of Professional Fees


• Reservists in the armed forces receive 10-days special paid leave


• Holiday Trading is a benefit that allows most employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement


• 'Be Kind Day' enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity


Babcock International
For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.