Service Desk Analyst

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

Benefits offered by this job

Contributory Pension

Private Medical Insurance

33 days annual leave

Flexible benefits

Cycle to work

Gym memberships

Job summary

Leidos UK & Europe is seeking a Service Desk Analyst to join the UK & EMEAI CIO IT Service Desk in a shift pattern covering 08:00 to 18:00. You will be the first point of contact for users, handling incidents and requests from initial contact to resolution, providing first-line support across Windows, Office, VPN and remote-access.

The role emphasizes accurate ticket logging, timely updates, escalation when needed, and adherence to SLAs, with opportunities to develop technical knowledge and

Qualifications

• Experience providing first-line IT support.
• Working knowledge of Windows operating systems.
• Experience supporting Microsoft Outlook and the wider Microsoft Office suite.
• Strong troubleshooting and problem-determination skills.
• Ability to investigate technical issues methodically and use initiative to identify solutions.
• Basic understanding of network infrastructure and system components.
• Excellent written and verbal communication skills.
• Strong telephone manner and active listening skills.
• A demonstrable commitment to delivering a high standard of customer service.
• Ability to manage competing priorities and work within agreed service levels.
• Willingness to learn and develop technical knowledge.
• Ability to work effectively both independently and as part of a team.

Responsibilities

• Respond to user enquiries received by telephone, chat, email and automated ticketing channels.
• Accurately log all incidents and service requests within the ticket-management system.
• Take ownership of assigned tickets, ensuring they are monitored, tracked and updated throughout their lifecycle.
• Assess and classify tickets to determine their priority, urgency and applicable service-level agreement.
• Investigate and diagnose technical issues using remote-management tools, user questioning and historical ticket records.
• Resolve incidents through permanent fixes, documented workarounds or established support processes.
• Complete service requests in line with standard work instructions and procedures.
• Escalate more complex issues to the appropriate technical specialists or support teams.
• Monitor tickets against agreed service levels and highlight potential breaches to Service Desk management.
• Provide users with regular, clear updates on the status and progress of their requests.
• Monitor the Service Desk mailbox and unassigned queue, ensuring requests are actioned promptly.
• Provide remote support to users, including VPN and remote-access issues.
• Support Microsoft operating systems, Microsoft Office applications, mobile devices and relevant network environments.
• Identify recurring issues and alert management to patterns or emerging service problems.
• Produce system alerts and outage communications for the user community when required.
• Create, review and maintain Service Desk documentation, processes and procedures.
• Undertake additional activities reasonably required by Service Desk management.

Skills

First-line IT support

Customer service

Windows OS

Outlook/Office

Troubleshooting

Remote support

VPN

Active listening

Communication

Teamwork

Tools

Ticketing system

Remote-management tools

VPN tooling

Job description

Description

Service Desk Analyst

Location: Whiteley, Fareham

Working Pattern: Shift rotation covering 08:00 to 18:00

The Role:

We are looking for a customer-focused Service Desk Analyst to join our UK & EMEAI CIO IT Service Desk.

You will act as a central point of contact between users and IT Services, managing incidents and service requests from initial contact through to resolution. You will provide first-line technical support across hardware, software, network, remote-access and telecommunications systems, aiming to achieve a first-time fix wherever possible.

Where an issue cannot be resolved at first contact, you will ensure it is accurately classified, escalated and managed within the relevant service-level agreement, while keeping users informed throughout.

What will I be doing?

• Respond to user enquiries received by telephone, chat, email and automated ticketing channels.
• Accurately log all incidents and service requests within the ticket-management system.
• Take ownership of assigned tickets, ensuring they are monitored, tracked and updated throughout their lifecycle.
• Assess and classify tickets to determine their priority, urgency and applicable service-level agreement.
• Investigate and diagnose technical issues using remote-management tools, user questioning and historical ticket records.
• Resolve incidents through permanent fixes, documented workarounds or established support processes.
• Complete service requests in line with standard work instructions and procedures.
• Escalate more complex issues to the appropriate technical specialists or support teams.
• Monitor tickets against agreed service levels and highlight potential breaches to Service Desk management.
• Provide users with regular, clear updates on the status and progress of their requests.
• Monitor the Service Desk mailbox and unassigned queue, ensuring requests are actioned promptly.
• Provide remote support to users, including VPN and remote-access issues.
• Support Microsoft operating systems, Microsoft Office applications, mobile devices and relevant network environments.
• Identify recurring issues and alert management to patterns or emerging service problems.
• Produce system alerts and outage communications for the user community when required.
• Create, review and maintain Service Desk documentation, processes and procedures.
• Undertake additional activities reasonably required by Service Desk management.

What does Leidos need from me?

• Experience providing first-line IT or Service Desk support.
• Working knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft Outlook and the wider Microsoft Office suite.
• Strong troubleshooting and problem-determination skills.
• Ability to investigate technical issues methodically and use initiative to identify solutions.
• Basic understanding of network infrastructure and system components.
• Excellent written and verbal communication skills.
• Strong telephone manner and active listening skills.
• A demonstrable commitment to delivering a high standard of customer service.
• Ability to manage competing priorities and work within agreed service levels.
• A positive, self-motivated and flexible approach.
• Willingness to learn and develop technical knowledge.
• Ability to work effectively both independently and as part of a team.

Desirable Skills and Experience

• Previous experience in a technical Service Desk or IT support environment.
• IT service-management experience and familiarity with ITIL principles.
• Experience supporting VPN and remote-access services.
• Experience supporting mobile devices.
• Knowledge of wired and wireless networking environments.
• Experience using ticket-management and remote-support tools.
• Strong organisational and time-management skills.

What We Offer

You will join a collaborative environment where you can build your technical capability and develop your career. Ongoing training and support will be provided to encourage continued technical growth and development

Clearance Requirements:

• BPSS Screening to start
• UK SC Required for role

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)

Flexi-Time Working

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.

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 worldsafer,healthier, andmore efficient through technology, engineering andscience.

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.

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.

Pay Range:

£28,800.00-£33,900.00

The Leidos pay range for this job level is a general guideline onlyand 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.

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.

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.

#Remote