Service Desk Analyst

Leidos; Fareham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in technology solutions is seeking a Service Desk Analyst to resolve technical issues and support users with computer systems. This permanent position at the Whiteley office requires SC security clearance and offers a collaborative culture with various employee benefits.

Benefits

Contributory Pension Scheme

Private Medical Insurance

33 days annual leave

Flexible benefits including health schemes, gym memberships, and more

Qualifications

• Self-motivated with a willingness to learn.
• Good team player and able to use own initiative.
• Telephone etiquette skills.

Responsibilities

• Resolving technical problems and answering queries in support of computer systems.
• Logging calls using relevant tools whilst adhering to SLAs.
• Providing remote support for dial-in users.

Skills

Knowledge of Microsoft Operating Systems

Experience with Microsoft Outlook and Office Suite support

Excellent written and verbal communication skills

Outstanding customer service skills

Good problem determination skills

Job description

Description

Service Desk Analyst

Are you a Service Desk Analyst looking for a new challenge? The successful candidate must be able to resolve technical problems and answer queries by telephone in support of internal and/or external customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers.

The Role You Will Play

Duties will include:

1. Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems
2. Successful diagnosis, identification, and isolation of problems based on comments and complaints
3. Researching and analyzing problems utilizing own expertise and historical database records
4. Routing calls to available specialists in more complex and difficult cases
5. Responding promptly with appropriate solutions
6. Alerting management to recurring problems and patterns of problems
7. Logging calls using relevant tools whilst adhering to SLAs where possible
8. Providing remote support for dial-in users, including VPN use
9. Supporting mobile devices and encrypted USB memory sticks
10. Profiling and supporting Restricted LAN Interconnect and Shared Working Environment accounts
11. Writing, updating, and maintaining written processes and procedures
12. Sending system alerts and outage communications to the user base

Leidos strives to be a recognized global leader in solving important problems in national security, health, and infrastructure. We value your work, environment, and team. Our employees are focused on solving the world's most daunting challenges with insight, ingenuity, and commitment.

We offer a permanent position at our Whiteley office, covering an 8-hour shift between 08:00 - 18:00. This role requires SC security clearance and reports to the Service Desk Manager.

Required Skills:

• Knowledge of Microsoft Operating Systems
• Experience with Microsoft Outlook and Office Suite support
• Self-motivated with a willingness to learn
• Good team player and able to use own initiative
• Excellent written and verbal communication skills
• Outstanding customer service skills
• Telephone etiquette skills
• Good problem determination skills

Desired Skills:

• ITSM support experience and ITIL familiarity
• VPN/Remote access support experience
• Mobile device support experience
• Networking experience including wireless
• Technical support service desk experience
• Excellent time management skills

Clearance Requirements: Ability to obtain or current UK SC Clearance.

What We Offer:

At Leidos, we are passionate about customer success, teamwork, and making a difference. We provide meaningful careers, a collaborative culture, and support your career goals while promoting a healthy work-life balance. Our benefits include:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days annual leave
• Flexible benefits including health schemes, gym memberships, and more

Dynamic Working

Diversity and Inclusion: We welcome applications from all parts of the community and are committed to a diverse and inclusive culture. We provide equal access to opportunities and resources. If you need reasonable adjustments during the application process, please let us know.

Who We Are:

Leidos UK & Europe work to make the world safer, healthier, and more efficient through technology, engineering, and science. We address complex problems in defense, healthcare, government, safety, security, and transportation.

What Makes Us Different:

Our purpose is to use your passion and abilities to keep people safe. We are at the forefront of machine learning, AI, cybersecurity, and solutions. Join us to help build a safer world and inspire change.

Our core benefits include flexibility, empowering our people to work from home, the office, or on-site, with the necessary digital tools. We foster growth, learning, and opportunity through technical academies, career rotations, and development plans.