Service Desk Analyst

Are you looking for a role within a Service Desk support team? Would you like to be part of a growing operational support team?

Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission.

Passionate about customer success by being determined to understand and respond to our customers’ needs as if they were our own.

United as a team, we are bound together by our conviction that ethics and integrity is core to how we operate.

Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Candidate must be eligible to undergo security clearance (DV), and maintain clearance.

What will you be doing?

• Provide first line customer support in response to incidents and service requests. This support includes technical assistance for issues related to computer systems, software and hardware for company-supported and military specification computer applications and platforms.
• Regular and accurate maintenance of ticket progress information on an internal service desk system, including regularly updating each ticket assigned to you to ensure all users receive a high level of IT support.
• Respond to interactions either in person, over the phone, via e-mail, and/or through formal ticketing systems.
• Where the customer issue extends beyond first line support remit, correctly categorize, and route the interaction to the appropriate second line resolver team, whether internal or to a third-party contractor. 
• Utilising your skills to perform fault finding and troubleshooting activities in a timely manner. 
• Maintain a high level of customer satisfaction by ensuring all client enquiries and escalations are responded to promptly and professionally, whilst maintaining a professional relationship with all Team Leidos business partners and other core service providers.
• Effective time management, capable of prioritising work at short notice with little or no additional support and working unsupervised.
• Continuous identification and monitoring of support workload, to ensure application and hosted environments are supported in a timely and effective manner in accordance with business priorities.
• This role will require candidates to work ‘on site’ full-time with no ability to work from home.
• 7.5 hour daily shift between the period of 0700-1900.

Skills

• Previous experience of working within a service desk environment would be preferred. 
• Good IT skills, good working knowledge of Microsoft applications preferred.
• Strong customer service skills, with the ability to provide exceptional customer service to all users. 
• Ability to manage and prioritise working in a fast-paced environment. 
• Ability to take personal responsibility for actions and see them through to completion. 
• Good communication skills; written and verbal. 
• The ability to work under pressure in an operational environment.
• Experience with ServiceNow and Jira Service Desk is desirable.

WHAT DO WE DO FOR YOU?

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

•  Dynamic Working 

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

Original Posting Date:

2024-08-09

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.