Remote IT Service Desk Analyst — First-Line Support

Leidos, Inc.; United States; Remote; USD 45,000 - 60,000; Full time

Benefits offered by this job

33 days Annual Leave

Private Medical Insurance

Job summary

Leidos, Inc. is seeking a customer-focused Service Desk Analyst to join the UK & EMEAI CIO IT Service Desk. You will be the central contact point for users, handling 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 for first-time fix. You will log, classify, and escalate tickets as needed.

Qualifications

• Experience providing first-line IT or Service Desk support.
• Strong troubleshooting and problem-determination skills.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to user inquiries via telephone, chat, email and ticketing channels.
• Log incidents and service requests in the ticket-management system.
• Take ownership of tickets and monitor their lifecycle.
• Assess priority and SLA for each ticket.
• Investigate using remote-management tools and historical tickets.
• Resolve incidents or provide documented workarounds.
• Escalate complex issues to specialists when needed.
• Provide regular status updates to users.

Skills

First-line support

Windows OS

Outlook/Office 365

Remote support

Customer service

Telephone etiquette

Tools

Ticket-management system

Remote-management tools

VPN

Job description

Leidos, Inc. is seeking a customer-focused Service Desk Analyst to join the UK & EMEAI CIO IT Service Desk. You will be the central contact point for users, handling 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 for first-time fix. You will log, classify, and escalate tickets as needed.