EXPERIENCE REQUIRED:

• Experience in working on a service desk dealing with incidents and requests in a multi customer environment with multiple partners triaging to 2nd and 3rd support tiers providing ITIL processes for our clients
• Experience of utilising an ITSM tool
• Experience in first line support and liaising with internal departments and 3rd party suppliers.
• Possess or be able to obtain BPSS clearance or higher

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
• Dynamic Working

WHO WE ARE:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.
Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

THE ROLE:

We are in search of a Service Desk Analyst to join the team in our Glasgow office.

MAIN DUTIES AND RESPONSIBILITIES:

• Be a part of the team delivering a professional and effective 1st line service desk capability
• Handling calls and contacts for incident resolution and request fulfilment within SLA’s
• Provide high quality communication to stakeholders at all levels
• Ensuring that Incidents and Service Requests are responded to within Service Levels and keep customers informed
• Escalating and working with 2nd/3rd Line Support Engineering Teams when appropriate
• Providing telephone support to customers in a professional, knowledgeable manner
• Ensuring all faults are logged and assigned to the correct team
• Proactively monitoring Incidents for trends and potential Problem Records
• Update the Service Desk documentation for new processes and procedures
• Producing both customer-facing and internal knowledge base documentation
• Actively participating in Continual Service Improvement Activities in order to add value
• Understanding of the Major Incident Management process
• Understanding of Change Management process
• Provide daily, weekly & monthly reporting
• Work on a development programme focusing on career path
• Develop and maintain excellent working relationships
• Develop an understanding of the software applications used within the Service Desk