Service Desk Analyst

Service Desk Analyst

Are you a Service Desk Analyst looking for a new challenge 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 worlds toughest challenges in the defence intelligence homeland security civil and health markets. The companys 33000 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 whos 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 worlds most-daunting challenges. The work requires insight ingenuity and commitment to the field.

We have a permanent position in our Whiteley office covering an 8 hour shift between the hours of 08:00 - 18:00 this job will require SC security clearance. This position will report to the Service Desk Manager.

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

Clearance Requirements: Able to obtain or current UK SC Clearance is required for this position.

WHAT DO 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 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 theworldsaferhealthierandmore efficient through technology engineering andscience.

Leidosis agrowing 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.

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 caninspirechange.

Collaboration:havingflexibilityto 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 andours.

People:Leidosempowerspeople from every background to be themselves and gives you the tools to learn new skills byenabling growthwhilst developing. We believe that extraordinary people need opportunities to grow tobe inspiredand to inspire others. At Leidos we invest in technical academies career rotations and a career development plans that enhance your future.

Original Posting:

For U.S. Positions: While subject to change based on business needs Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand 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.