Service Request Analyst
Service Request Analyst
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Job Description
Were a Family Friendly certified workplace we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.
Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here Work That Matters
Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts backed by our global experience and network of partners are working to solve the worlds toughest challenges in government intelligence defence aviation border protection and health markets.
Your New Role and Responsibilities
The Service Request Analyst is responsible for the effective management and fulfilment of IT service requests within agreed service levels and organisational standards. This position plays a vital role in ensuring a positive end-user experience by coordinating timely responses accurate documentation and efficient resolution of service requests. Operating within an ITIL-aligned framework the role also supports continuous improvement initiatives and contributes to overall service excellence.
Key Responsibilities
Receive categorise prioritise and process IT service requests using the organisations ITSM tool ensuring all actions align with procedures service levels and compliance requirements.
Coordinate with support teams to ensure timely and accurate fulfilment while maintaining clear communication with end users for updates information gathering and request confirmation.
Maintain accurate records of all service requests and actions taken; escalate unresolved or at-risk requests according to established procedures.
Contribute to service improvement by developing and maintaining service catalogue entries and knowledge base articles and participating in process reviews and improvement initiatives.
Provide reporting and performance metrics as required and support cross-functional ITSM processes such as Incident Change and Problem Management when relevant.
Qualifications & Experience
Proven experience in a service desk IT support or service request fulfilment role with a strong customer service focus in a fast-paced customer-facing IT environment.
Proficient in using ITSM platforms such as ServiceNow or Micro Focus Service Manager with familiarity in ITIL practices; ITIL Foundation V4 certification is desirable.
Excellent written and verbal communication skills strong interpersonal abilities and a high level of attention to detail and accuracy.
Strong problem-solving critical thinking and time management skills with the ability to prioritise tasks meet deadlines and collaborate effectively with internal teams and external vendors.
Demonstrated ability to meet performance indicators including SLA compliance user satisfaction request accuracy adherence to ITSM processes and contributions to service improvement initiatives.
This role does require the successful applicant to be an Australian Citizen and hold a NV-1 level security clearance.
Diverse Team Members Shared Values and a Common Purpose
Providing our customers with smarter solutions takes an incredible team with diversity of thought experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. Its about creating a workplace where everyone can do important work feels welcome valued and respected and has equal access to opportunities to thrive. Paul Chase Chief Executive Leidos Australia.
Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders culturally and linguistically diverse people people with disabilities veterans neurodiverse people and people of all genders sexualities and age groups.
Our five Advocacy Groups (Women and Allies NetworkYoung Professionals Defence & Emergency Services Action for Accessibility and Abilities and Pride) provide an opportunity for team members to connect and collaborate on shared interests and work to support and celebrate our diverse community.
Next Steps
To apply for this role follow the links or apply via our Careers page.
Recruitment process - virtual / face to face interview & background checks.
Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality permanent residency or are former nationals of certain countries as per ITAR 126.1.
We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team if youd like to discuss any additional support during your application or throughout the recruitment process.
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.
Required Experience:
IC
Employment Type
Full-Time
