Service Desk Analyst

Leidos; Hedge End; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Contributory Pension Scheme

Private Medical Insurance

33 days Annual Leave

Flexi-Time Working

Job summary

Leidos UK & Europe is seeking a Service Desk Analyst to join our Whiteley office on a permanent basis. The role covers an 8-hour shift between 08:00 and 18:00, with onsite work and UK security clearance requirements.

You will provide technical support for hardware, software, networking and telecoms to internal and external customers, diagnose issues, and maintain strong user experience while escalating where needed.

Qualifications

• Experience supporting Microsoft Windows operating systems.
• Experience supporting Microsoft Outlook and Microsoft Office applications.
• Strong customer service and communication skills.
• Proactive, with ability to learn and share knowledge with others.
• Ability to work independently or in a team.

Responsibilities

• 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.

Skills

Windows support

Outlook/Office

Customer service

Communication

Troubleshooting

Knowledge sharing

Teamwork

Job description

Service Desk Analyst

Location: This role is based onsite. Whiteley, Hampshire

Clearance Required: This role will require attainment and maintenance of SC clearance

Are you a Service Desk Analyst looking for your next opportunity?

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.

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

As a Service Desk Analyst, you will:

• 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

While not essential, experience in any of the following areas would be beneficial:

• 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 transportat