Service Desk Analyst

at  LOCKHEED MARTIN CORPORATION

REQUIRED SKILLS, QUALIFICATIONS AND EXPERIENCE

• Experience working on a 24X7 Service Desk, in a high availability environment and/or ability to demonstrate previous experience of delivering customer facing support in other industries.
• Able to demonstrate an ability to meet challenges head on and adapt.
• Experience of writing and implementing policies and procedures.
• Relevant ITIL qualifications
• Ability to identify and progress improvement opportunities.
• Excellent analytical skills
• Ability to learn new bespoke systems and applications not worked with in previous roles.
• Experience of postal operations.
• Experience of ISO 20000, 27001, 9001 assessment processes
• Experience with any of the following technologies is preferred (however training is provided where required)
• Service Management toolsets (ServiceNow/Hornbill/Remedy)
• Tivoli Integrated Portal/BigFix/SolarWinds/Zabbix
• A knowledge of Unix, Linux, command line environments, Windows OS, Active Directory
• And understanding of Networking, firewalls, network monitoring tools.
  The Job Description and duties included within it are only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.

ABOUT THE ROLE

We have an excellent opportunity for a Service Desk Analyst to join our Service Management team based on site at Havant. You’ll be working on a 365 shift rota monitoring and maintaining computer systems and networks.

Key Responsibilities

• Collaborating closely with team members to carry out all day to day activities.
• Ensure that incidents and problems are identified, triaged, and responded to efficiently and within require timescales. Ensuring that calls are correctly prioritised and categorised.
• Ensuring that the Service Desk management tool is updated at each stage of the lifecycle of an incident.
• Proactively monitoring our extensive estate of servers, using event management systems and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
• Liaising with specialist support teams.
• Following process and work instructions to resolve incidents, problems and events.
• Provide updates and reports on active incidents, problems and events.
• Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service
• Produce management reports from ITSM data
• Performing or arranging software rebuilds following system failure.
• Supporting the deployment of software configurations.
• Support of a 24/7 shift pattern, including accurate time keeping and required to support shift cover

Where required support the Senior Operations Engineer with Ad-hoc activities including:

• Ensuring day-to-day processes are adhered to.
• Deputising for the Senior Operations Engineer as and when required
• Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised and managed
• Reviewing calls for quality to ensure the level of service delivered is of a consistently high quality
• Providing technical guidance to colleagues
• Engage in “shift left” activities with technical teams to allow more incidents to be resolved at first point of contact cutting down disruption to users and enhancing customer satisfaction
• Identifying continual service improvement opportunities

The role will not be authorized to provide services to or by Lockheed Martin UK, which are directly related to business development, acquisition, or sales efforts for a Lockheed Martin UK customer or potential customer. Any exception to this rule can only be granted, in advance, by the Lockheed Martin UK Ltd, Integrated Systems, Havant representative.
Contractor/Agency to be responsible for maintaining adequate liability insurance, certifications, accreditations, and training required to perform their tasks.