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Join to apply for the Service Desk Analyst role 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?
Description
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 are core to how we operate.
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in 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.
What will you be doing?
* Provide first line customer support in response to incidents and service requests, including technical assistance for computer systems, software, and hardware issues related to company-supported and military applications.
* Maintain accurate and regular updates on ticket progress within the internal service desk system, ensuring high-quality IT support.
* Respond to customer interactions via in person, phone, email, or ticketing systems.
* Properly categorize and route issues beyond first line support to the appropriate second line resolver team, internal or third-party.
* Perform fault finding and troubleshooting activities promptly.
* Ensure high customer satisfaction by responding to inquiries and escalations professionally and promptly, maintaining good relationships with business partners and service providers.
* Manage time effectively, prioritize work with little supervision, and work independently.
* Monitor support workload to ensure timely support of application and hosted environments according to business priorities.
* This role requires full-time on-site work with no remote option.
* Work a 7.5-hour shift between 0700-1900.
Skills
* Experience in a service desk environment preferred.
* Good IT skills, preferably with Microsoft applications knowledge.
* Strong customer service skills with the ability to deliver exceptional support.
* Ability to prioritize in a fast-paced environment.
* Responsibility and follow-through in actions.
* Excellent written and verbal communication skills.
* Ability to work under pressure in an operational setting.
* Experience with ServiceNow and Jira Service Desk is desirable.
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 careers, a collaborative culture, and support your professional growth while promoting work-life balance.
Our benefits include:
* Contributory Pension Scheme
* Private Medical Insurance
* 33 days annual leave (including public holidays)
* Flexible benefits (life assurance, health schemes, gym memberships, holidays, cycle to work scheme)
Commitment to Diversity
We welcome applications from all communities and are committed to diversity and inclusion. We support reasonable adjustments during the application process if needed.
Who We Are
Leidos UK & EUROPE work to make the world safer, healthier, and more efficient through technology, engineering, and science. We address complex problems in defence, healthcare, government, safety, security, and transportation.
What Makes Us Different
Purpose: Use your passion and skills to keep people safe, working at the forefront of AI, cybersecurity, and solutions.
Collaboration: Flexible work arrangements enable you to be part of our team, whether from home, office, or on-site.
People: We empower diverse backgrounds, invest in training, and support career growth and development.
Original Posting Date: 2025-02-21
Leidos anticipates this job posting will remain open for at least 3 days.
Pay Range: The salary is a guideline; actual compensation depends on responsibilities, experience, skills, and other factors.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Government Administration
* IT Services and Consulting
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