Service Desk Analyst

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

Job summary

Leidos is seeking a Service Desk Analyst to join their team in Greater London. The successful candidate will resolve technical issues, support internal and external systems, and maintain records. This permanent position requires SC security clearance and offers a collaborative work environment with a focus on customer success.

Benefits

Contributory Pension Scheme

Private Medical Insurance

33 days Annual Leave

Access to Flexible benefits

Qualifications

• Self-motivated with willingness to learn from colleagues.
• Good team player and able to use own initiative.
• Demonstrated telephone etiquette skills.

Responsibilities

• Resolving technical problems and answering queries in support of internal and external systems.
• Logging calls using relevant toolset whilst adhering to agreed SLAs.
• Providing remote support for dial-in users including the use of VPN.

Skills

Knowledge of Microsoft Operating Systems

Excellent Communication skills

Demonstrated outstanding customer service skills

Problem determination skills

Job description

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Service Desk Analyst

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 answers queries by telephone in support of internal and/or external customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyses 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 the defence, 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

• Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems
• Successful diagnoses, identification, and isolation of problems based upon comments and complaints
• Researches and analyses problems utilizing own expertise, historical database records
• Routing calls to available specialists in more complex and difficult cases
• Responds promptly with appropriate solutions
• Alerts management to recurring problems and patterns of problems
• Logging calls using relevant toolset whilst adhering to agreed SLAs where possible
• Provide remote support for dial in users including the use of VPN
• Support of mobile devices and encrypted USB memory sticks
• Profile and support Restricted LAN Interconnect and Shared Working Environment accounts
• Write, update and maintain written processes and procedures
• Send System Alert and outage communications to user base
  
  

Leidos strives to be a recognised global leader in solving important problems in national, security, health and infrastructure. What you do, where you work, and who’s on your team are important. After all, you spend a lot of your time and energy at work. Leidos employees are smart people focused on solving the world's most-daunting challenges. The work requires insight, ingenuity, and commitment to the field.

We have a permanent position in our Whiteley office covering an 8 hour shift between the hours of 08:00 - 18:00, this job will require SC security clearance. This position will report to the Service Desk Manager.

Required Skills

• Knowledge of Microsoft Operating Systems
• Experience with Microsoft Outlook and Microsoft Office Suite Support experience
• Self-motivated with willingness to learn from colleagues
• Must be a good team player and able to use own initiative
• Excellent Communication skills (written and verbal)
• Demonstrated outstanding customer service skills
• Demonstrated telephone etiquette skills
• Must have good problem determination skills
  
  

Desired

• Demonstrated telephone etiquette skills
• Dynamic and flexible "can-do" attitude
• ITSM Support experience and ITIL familiarity
• VPN/Remote Access Support experience
• Mobile device support experience
• Networking environments including wireless
• PC/Technical Support service desk experience
• Excellent time management skills
  
  

Clearance Requirements: Able to obtain or current UK SC Clearance is required for this position.

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

For U.S. Positions: 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration and IT Services and IT Consulting

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