Service Desk Analyst

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

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.
• 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.
• Leidos UK & EUROPE (https://www.leidos.com/company/global/uk-europe) - we work to make the worldsafer,healthier, andmore efficient through technology, engineering andscience.

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, 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. More details are available at www.leidos.com/careers/pay-benefits .