Service Desk Analyst

Description

Job Description:

Service Desk Analyst

Location: Whiteley and with hybrid working.

Leidos are in search of a Service Desk Analyst to join Leidos UK.

The permanent position will be covering an 8 hour shift between the hours of 08:00 - 18:00.

The successful candidate must be able to resolve technical problems and answers queries by telephone in support of internal and/or external customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyses problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

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.

THE ROLE YOU WILL PLAY

Duties will include:

• Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems

• Successful diagnoses, identification, and isolation of problems based upon comments and complaints

• Researches and analyses problems utilizing own expertise, historical database records

• Routing calls to available specialists in more complex and difficult cases

• Responds promptly with appropriate solutions

• Alerts management to recurring problems and patterns of problems

• Logging calls using relevant toolset whilst adhering to agreed SLAs where possible

• Provide remote support for dial in users including the use of VPN

• Support of mobile devices and encrypted USB memory sticks

• Profile and support Restricted LAN Interconnect and Shared Working Environment accounts

• Write, update and maintain written processes and procedures

• Send System Alert and outage communications to user base

Leidos strives to be a recognised global leader in solving important problems in national, security, health and infrastructure. What you do, where you work, and who’s on your team are important. After all, you spend a lot of your time and energy at work. Leidos employees are smart people focused on solving the world's most-daunting challenges. The work requires insight, ingenuity, and commitment to the field.

Required Skills:

• Knowledge of Microsoft Operating Systems

• Experience with Microsoft Outlook and Microsoft Office Suite Support experience

• Self-motivated with willingness to learn from colleagues

• Must be a good team player and able to use own initiative

• Excellent Communication skills (written and verbal)

• Demonstrated outstanding customer service skills

• Demonstrated telephone etiquette skills

• Must have good problem determination skills

Desired:

• Demonstrated telephone etiquette skills

• Dynamic and flexible "can-do" attitude

• ITSM Support experience and ITIL familiarity

• VPN/Remote Access Support experience

• Mobile device support experience

• Networking environments including wireless

• PC/Technical Support service desk experience

• Excellent time management skills

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

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

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.

Working together as Team Leidos we are helping to transform the UK's defence supply chain by providing an integration of a complex mixture of services, at low risk, using a modern suite of systems that will deliver one version of the truth. For the first time, the MOD will see the whole picture, as it is happening.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that that enhance your future.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.