Service Desk Analyst

at  Leidos

SERVICE DESK ANALYST

Are you looking for a role within a Service Desk support team? Would you like to be part of a growing operational support team?
Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission.
Passionate about customer success by being determined to understand and respond to our customers’ needs as if they were our own.
United as a team, we are bound together by our conviction that ethics and integrity is core to how we operate.
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Candidate must be eligible to undergo security clearance (DV), and maintain clearance.

SKILLS

• Previous experience of working within a service desk environment would be preferred.
• Good IT skills, good working knowledge of Microsoft applications preferred.
• Strong customer service skills, with the ability to provide exceptional customer service to all users.
• Ability to manage and prioritise working in a fast-paced environment.
• Ability to take personal responsibility for actions and see them through to completion.
• Good communication skills; written and verbal.
• The ability to work under pressure in an operational environment.
• Experience with ServiceNow and Jira Service Desk is desirable.

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.

• Provide first line customer support in response to incidents and service requests. This support includes technical assistance for issues related to computer systems, software and hardware for company-supported and military specification computer applications and platforms.
• Regular and accurate maintenance of ticket progress information on an internal service desk system, including regularly updating each ticket assigned to you to ensure all users receive a high level of IT support.
• Respond to interactions either in person, over the phone, via e-mail, and/or through formal ticketing systems.
• Where the customer issue extends beyond first line support remit, correctly categorize, and route the interaction to the appropriate second line resolver team, whether internal or to a third-party contractor.
• Utilising your skills to perform fault finding and troubleshooting activities in a timely manner.
• Maintain a high level of customer satisfaction by ensuring all client enquiries and escalations are responded to promptly and professionally, whilst maintaining a professional relationship with all Team Leidos business partners and other core service providers.
• Effective time management, capable of prioritising work at short notice with little or no additional support and working unsupervised.
• Continuous identification and monitoring of support workload, to ensure application and hosted environments are supported in a timely and effective manner in accordance with business priorities.
• This role will require candidates to work ‘on site’ full-time with no ability to work from home.
• 7.5 hour daily shift between the period of 0700-1900.