Service Desk Analyst

Leidos; Ham; On-site; GBP 29,000 - 34,000; Full time

Benefits offered by this job

Contributory Pension Scheme

Private Medical Insurance

33 days Annual Leave

Flexible benefits

Flexi-Time Working

Job summary

Leidos UK is seeking a Service Desk Analyst to join our Whiteley team on a permanent, full-time basis. The role is onsite in Whiteley, Hampshire, supporting internal and external customers and resolving technical issues.

You will work on 8-hour shifts between 08:00 and 18:00 and must be eligible for UK Security Clearance (SC). Reporting to the Service Desk Manager, you will diagnose hardware, software, networking and VPN issues, log incidents, and provide remote assistance while maintaining high

Qualifications

• Experience supporting Windows operating systems and Microsoft Office apps.
• Strong customer service skills with a focus on user experience.
• Clear Verbal and written communication abilities.
• Proactive, collaborative and able to learn from colleagues.

Responsibilities

• Provide technical support for hardware, software, networking and telecoms.
• Diagnose, troubleshoot and resolve technical incidents and escalate when needed.
• Log and manage incidents, maintain ownership of the customer experience.
• Provide remote support, VPN connectivity assistance and device support.
• Develop and maintain process documentation and user guides.
• Communicate system alerts, updates and outages to users.

Skills

Windows OS

Outlook & Office

Customer service

Communication

Problem solving

Proactive learning

Team work

Job description

Service Desk Analyst

We're looking for a Service Desk Analyst to join our team in Whiteley on a permanent basis. This role is based in our Whiteley office and covers an 8-hour shift between 08:00 and 18:00. Due to the nature of the work, successful candidates will need to be eligible to obtain UK Security Clearance (SC).

Reporting to the Service Desk Manager, you'll play a key role in delivering high-quality technical support to internal and external customers, helping to resolve issues and ensure a positive user experience.

Location

This role is based onsite. Whiteley, Hampshire

Clearance Required

This role will require attainment and maintenance of SC clearance

About Leidos

Leidos is a global leader in science and technology solutions, helping to solve some of the world's most complex challenges across defence, intelligence, homeland security, civil government and health sectors. Our people are at the heart of everything we do, bringing diverse perspectives, expertise and innovation to support our customers' most important missions.

At Leidos, we value collaboration, continuous learning and creating an environment where everyone can contribute, develop and thrive.

The Role

• Provide technical support for hardware, software, networking and telecommunications systems to internal and external customers.
• Diagnose, troubleshoot and resolve technical issues, escalating more complex incidents when required.
• Research and analyse problems using available knowledge, documentation and historical records.
• Route incidents to specialist teams when appropriate while maintaining ownership of the customer experience.
• Respond to requests in a timely manner and provide clear, effective solutions.
• Identify recurring issues and escalation trends to management.
• Log and manage incidents using approved toolsets while working towards agreed service levels.
• Provide remote support for users, including VPN connectivity assistance.
• Support mobile devices and encrypted USB devices.
• Create, manage and maintain user accounts, including Restricted LAN Interconnect and Shared Working Environment accounts.
• Develop and maintain process documentation and user guides.
• Communicate system alerts, service updates and outages to users.

What We're Looking For

Essential Skills and Experience

• Experience supporting Microsoft Windows operating systems.
• Experience supporting Microsoft Outlook and Microsoft Office applications.
• Strong customer service skills with a focus on delivering a positive user experience.
• Effective verbal and written communication skills.
• Good problem-solving and troubleshooting abilities.
• A proactive approach and willingness to learn from colleagues and share knowledge with others.
• Ability to work independently as well as collaboratively within a team environment.

Desirable Skills And Experience

• ITSM tools and ITIL environments.
• VPN and remote access support.
• Mobile device support.
• Networking technologies, including wireless connectivity.
• Service desk, desktop support or technical support experience.
• Strong organisational and time management skills.
• A flexible and adaptable approach to changing priorities.

What 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 and much more!)
• Flexi-Time 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.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

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

£28,800.00-£33,900.00

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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay And Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.