Service Desk Analyst

Leidos; United States; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading company in technology and engineering seeks a Service Desk Analyst to support Defence Intelligence systems. This role involves analyzing IT performance, resolving issues, and enhancing user support. The ideal candidate will have ITIL certification and strong technical skills, contributing to a collaborative environment focused on customer success.

Benefits

Contributory Pension Scheme

Private Medical Insurance

33 days Annual Leave

Flexible benefits

Flexible working arrangements

Qualifications

• Solid knowledge of IT system analysis and experience in IT support.
• Experience in an MOD environment is preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Testing and analyzing IT system and software performance.
• Resolving client and personnel IT queries remotely or onsite.
• Creating training manuals and FAQs for end-user support.

Skills

ITIL functions

Technical issue resolution

Communication skills

Education

ITIL3/4 Foundation Level certification

Job description

Service Desk Analyst

Clearance: High-level of Security Clearance Required (SC/DV)

Location: Full-time on-site (Huntingdon, Cambridgeshire)

UNLEASH YOUR POTENTIAL

At Leidos, we deliver innovative solutions through our diverse and talented team, dedicated to our customers’ success. We empower our UK teams to tackle complex challenges in defence, government, safety and security, and transportation. Our commitment to doing the right thing for our customers, our people, and our community is guided by our Mission, Vision, and Values. More information at https://www.leidos.com/company/global/uk-europe

Leidos Innovations UK Ltd seeks a Service Desk Analyst to support systems within Defence Intelligence. This role offers an exciting opportunity to join the Defence Intelligence Service Operations Team during a period of significant technological change.

Are you ready for your next challenge?

We are looking for a highly capable service desk analyst to evaluate and improve the performance of our end-user IT systems and software. Responsibilities include analyzing system performance, resolving IT issues, and providing support to clients and staff.

Successful candidates should have solid knowledge of IT system analysis and experience in IT support. An excellent service desk analyst will enhance end-user support and system performance through their IT expertise.

YOUR ROLE AND RESPONSIBILITIES :

The Service Desk Analyst will be responsible for:

• Testing and analyzing IT system and software performance.
• Resolving client and personnel IT queries remotely or onsite.
• Prioritizing and escalating IT issues as necessary.
• Performing system installations, updates, and maintenance to prevent service interruptions.
• Creating training manuals and FAQs for end-user support.
• Documenting processes and maintaining records.
• Recommending improvements to optimize IT performance and prevent issues.
• Staying informed on IT advancements.
• Writing clear, concise, knowledge-based articles.
• Working under pressure and meeting deadlines with a pragmatic approach.
• Working effectively in a matrix management environment.
• Understanding Change, Problem, and Incident Management, Service Levels, ITSCM, and Business Continuity.
• Managing complex IT services against SLAs and liaising with customers at all levels.
• Reporting and analyzing data to identify trends.
• Collaborating with internal and external parties in a support environment.
• Providing first-line applications support and liaising with departments and suppliers.
• Working as part of a team.
• Holding ITIL3/4 Foundation Level certification or higher.

Candidate Requirements:

• Knowledge of ITIL functions, principles, and processes.
• Technical skills to resolve issues on first contact.
• Experience in an MOD environment.
• Excellent communication skills, both verbal and written.
• DV Clearance is required; SC clearance is desirable.

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 careers, a collaborative culture, and support your professional growth, all while promoting work-life balance.

Our benefits include:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public holidays)
• Flexible benefits (life assurance, health schemes, gym memberships, holiday schemes, cycle to work)
• Flexible working arrangements

We are committed to diversity and inclusion, welcoming applications from all backgrounds and providing equal opportunities. If you need reasonable adjustments during the application process, please let us know.

Who We Are:

Leidos UK & Europe work to make the world safer, healthier, and more efficient through technology, engineering, and science. We address complex problems in defence, healthcare, government, safety, security, and transportation.