OCONUS Enterprise Service Desk Specialist

Leidos; Napoli; In loco; EUR 31.000 - 56.000; Tempo pieno

Descrizione del lavoro

Leidos is seeking an Enterprise Service Desk Specialist to support the Naval Enterprise Network (NEN) OCONUS portion of the SMIT contract in Naples, Italy.

You will assist in daily service desk activities in a Follow the Sun model with geographically dispersed teams, ensuring adherence to Navy OCONUS SLAs and providing professional customer service for Incident Management and Request Fulfilment.

Competenze

• U.S. citizenship with active DoD Secret Clearance.
• DoD 8570 IAT Level II (Security+, CCNA Security, etc.).
• Experience with BMC Remedy and incident ticketing to standards.
• ITIL v3/4 Incident Management and Request Fulfilment knowledge.
• Experience supporting customer service across large geographic areas.
• Updating SOPs, staff schedules, service mappings, SLAs and OLAs.

Mansioni

• Ensure Remedy templates align with defined Service Level Objectives and track work against SLAs.
• Analyze daily performance and report trends to reduce defects.
• Identify improvements from monitoring feedback and champion process changes.
• Conduct trend analysis to predict future patterns and outcomes.
• Assist SMEs in developing and standardizing processes for service improvement.
• Support Continual Service Improvement projects and weekly trend reports.

Conoscenze

Customer service

Incident management

Clearance DoD Secret

Communication skills

Formazione

Bachelor's degree in related field

Associate's degree in related field

HS Diploma

Strumenti

BMC Remedy

Microsoft Visio

Microsoft Excel

Descrizione del lavoro

Leidos is seeking an Enterprise Service Desk Specialist to support the Naval Enterprise Network (NEN) OCONUS portion of the SMIT contract in Naples, Italy.

You will assist in daily service desk activities in a Follow the Sun model with geographically dispersed teams, ensuring adherence to Navy OCONUS SLAs and providing professional customer service for Incident Management and Request Fulfilment.