Service Desk Specialist - Flexible Hours & Growth

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

Benefits offered by this job

Contributory Pension

Private Medical Insurance

33 days annual leave

Flexi-time working

Cycle to work

Job summary

Leidos UK & EUROPE is seeking a Service Desk Analyst in Whiteley to provide first-line IT support across hardware, software, and networks. You will handle incidents from initial contact to resolution, logging and prioritising tickets, and escalating complex issues to specialists as needed.

You will communicate clearly with users, offer remote assistance including VPN, and help maintain service desk documentation while working within shift patterns that cover 08:00 to 18:00.

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.
• 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.

Responsibilities

• Respond to user enquiries via telephone, chat, email and ticketing channels.
• Log incidents and service requests in the ticket-management system.
• Take ownership of assigned tickets, ensuring they are monitored and updated.
• Assess and classify tickets to determine priority, urgency and SLAs.
• Investigate and diagnose technical issues using remote-management tools and historical records.
• Resolve incidents through permanent fixes, workarounds or established processes.
• Complete service requests in line with standard work instructions.
• Escalate complex issues to appropriate technical specialists or teams.
• Monitor tickets against service levels and report breaches.
• Provide regular updates to users on status and progress.
• Provide remote support including VPN and remote-access issues.
• Support Windows and Office environments and relevant networks.
• Create, review and maintain Service Desk documentation and procedures.

Skills

First-line IT support

Windows OS

Outlook & Office

Troubleshooting

Network basics

Communication skills

Telephone skills

Customer service

Prioritization

Teamwork

Willingness to learn

Self-motivation

Tools

Ticketing system

Remote-support tools

VPN

Job description

Leidos UK & EUROPE is seeking a Service Desk Analyst in Whiteley to provide first-line IT support across hardware, software, and networks. You will handle incidents from initial contact to resolution, logging and prioritising tickets, and escalating complex issues to specialists as needed.

You will communicate clearly with users, offer remote assistance including VPN, and help maintain service desk documentation while working within shift patterns that cover 08:00 to 18:00.