Service Desk Analyst

Lockheed Martin; Havant; On-site; GBP 21,000 - 27,000; Full time

Job summary

Lockheed Martin in Havant is seeking an Operations Centre Analyst on a 6-month, IR35-inside contract to join the Service Management team on-site. You will monitor and support performance of critical systems, log incidents, and drive timely resolutions while following defined procedures.

The role is Monday to Friday, 7 am–3 pm, with potential extension. You will work with colleagues to identify improvements, update knowledge articles, and generate service reports.

Qualifications

• Previous experience in customer-facing roles, ideally in technical support or service desk environments.
• Demonstrates a proactive approach to challenges and can adapt quickly to new situations and technologies.
• Enthusiasm to learn and grow within the IT field, with a willingness to take on new responsibilities and develop new skills.
• Ability to identify simple ways to improve current processes and a willingness to suggest improvements
• Strong attention to detail with a growing ability to analyse and solve technical issues.
• Comfortable learning new systems, applications, and tools that may not have been used in previous roles.

Responsibilities

• Work closely with team members to support daily operations and tasks.
• Help identify, prioritize, and respond to incidents and issues in a timely manner, following clear procedures.
• Use our service management tools to log and update incidents, ensuring information is accurate throughout the process.
• Monitor servers and systems to spot and respond to any issues, using our event management tools.
• Assist specialist teams with resolving technical problems.
• Follow set processes and guidelines to fix incidents and problems.
• Provide updates on ongoing incidents, keeping everyone informed.
• Contribute to updating knowledge articles, helping improve the service desk's efficiency.
• Help generate reports using data from our service management system.
• Support software rebuilds or deployments following system failures.
• Help with software configuration and deployment tasks.
• Occasionally support shift work and be flexible with shift coverage when needed.
• Assist the Senior Operations Engineer with various tasks, ensuring processes are followed and incidents are handled effectively.
• Work on improving service quality by reviewing incidents and making suggestions for improvements.
• Be proactive in learning new technical skills and knowledge from colleagues.
• Able to demonstrate reliability, a strong commitment to the role and maintain excellent timekeeping.

Skills

Customer-facing

Proactive learner

Problem solving

Process improvement

Attention to detail

Systems learning

Job description

6 month contract inside IR35 with possible extension

Monday - Friday

We have an opportunity for an Operations Centre Analyst to join our Service Management team based on-site at Havant. This is a fantastic opportunity for someone starting their career in IT and service management. You will be helping monitor and support the performance of critical systems and networks, ensuring smooth operations and resolving issues when they arise.

If you are excited about IT, enjoy problem-solving, and want to be part of a team delivering excellent service, this could be the role for you!

Key Responsibilities:

• Work closely with team members to support daily operations and tasks.
• Help identify, prioritize, and respond to incidents and issues in a timely manner, following clear procedures.
• Use our service management tools to log and update incidents, ensuring information is accurate throughout the process.
• Monitor servers and systems to spot and respond to any issues, using our event management tools.
• Assist specialist teams with resolving technical problems.
• Follow set processes and guidelines to fix incidents and problems.
• Provide updates on ongoing incidents, keeping everyone informed.
• Contribute to updating knowledge articles, helping improve the service desk's efficiency.
• Help generate reports using data from our service management system.
• Support software rebuilds or deployments following system failures.
• Help with software configuration and deployment tasks.
• Occasionally support shift work and be flexible with shift coverage when needed.
• Assist the Senior Operations Engineer with various tasks, ensuring processes are followed and incidents are handled effectively.
• Work on improving service quality by reviewing incidents and making suggestions for improvements.
• Be proactive in learning new technical skills and knowledge from colleagues.
• Able to demonstrate reliability, a strong commitment to the role and maintain excellent timekeeping.

This is a great opportunity for someone eager to learn and grow in IT service management.

Working Hours: The working hours for this role are from 7 am to 3 pm, Monday to Friday, with occasional shift coverage as needed.

Required skills, qualifications and experience:

• Previous experience in customer-facing roles, ideally in technical support or service desk environments, demonstrating a willingness to help solve problems and improve customer satisfaction.
• Demonstrates a proactive approach to challenges and can adapt quickly to new situations and technologies.
• Enthusiasm to learn and grow within the IT field, with a willingness to take on new responsibilities and develop new skills.
• Ability to identify simple ways to improve current processes and a willingness to suggest improvements
• Strong attention to detail with a growing ability to analyse and solve technical issues.
• Comfortable learning new systems, applications, and tools that may not have been used in previous roles.

The Job Description and duties included within it are only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.