Service Desk Analyst — Flexible Hours & Growth

Leidos; Burridge; 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 is seeking a Service Desk Analyst in Whiteley, Fareham, to provide first-line IT support across hardware, software, network, and remote-access. You will manage incidents and service requests, log and monitor tickets, and escalate when needed.

The role requires strong communication skills and a customer-focused approach, with shift coverage from 08:00 to 18:00. You will work within the UK & EMEAI CIO IT Service Desk, delivering timely updates and maintaining documentation and

Qualifications

• 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.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to user enquiries via telephone, chat, email and tickets.
• Log incidents and service requests in the ticket-management system.
• Take ownership of tickets, monitor and update throughout their lifecycle.
• Classify tickets by priority, urgency and SLA.
• Investigate issues using remote-management tools and ticket history.
• Resolve incidents through fixes, workarounds or standard processes.
• Escalate complex issues to specialists or other teams.
• Provide regular updates on ticket status and progress.
• Offer remote support including VPN and remote-access issues.

Skills

First-line IT support

Windows OS

Outlook & Office

Troubleshooting

Communication

Tools

Ticket-management system

Remote-support tools

VPN & remote-access

Microsoft 365

Job description

Leidos is seeking a Service Desk Analyst in Whiteley, Fareham, to provide first-line IT support across hardware, software, network, and remote-access. You will manage incidents and service requests, log and monitor tickets, and escalate when needed.

The role requires strong communication skills and a customer-focused approach, with shift coverage from 08:00 to 18:00. You will work within the UK & EMEAI CIO IT Service Desk, delivering timely updates and maintaining documentation and