Senior Service Desk Analyst
Programme Name: LCST
Location: Bristol, UK (Work on site at Emersons Green, Bristol, with occasional home working as required by the programme)
Hours: Participate in weekday shift cover (Monday–Friday, 08:00–17:00) to support service availability, and to cover and lead the team when the Service Desk manager is away
Role Overview:
The Senior Service Desk Analyst will be an experienced IT service professional responsible for delivering high‑quality technical support across the LCST programme. This role provides advanced incident and problem management, supports ITIL‑aligned processes, and acts as a technical escalation point for the Service Desk and operational teams. Operating within a complex, fast‑paced environment, the role ensures service stability, drives continuous improvement, and contributes to broader operational governance while working closely with engineering, infrastructure, cloud, and service management teams. The Senior Service Desk Analyst will be a senior point of contact for stakeholders, supporting less experienced team members in delivering an excellent service where continual improvement of Service Desk processes, tooling and knowledge is focused on.
Requirements of the Role:
* Advanced Technical Support & Escalation Handling - Leads complex incident escalations, providing expert technical diagnosis and rapid restoration of service.
* ITIL‑Aligned Service Management - Drives ITIL‑compliant Incident, Problem and Change practices, ensuring quality, governance, and service stability.
* Operational Governance & Continuous Improvement - Identifies service trends and implements improvement actions that enhance reliability, performance, and customer experience.
* Tooling, Automation & Workflow Management - Optimises JIRA workflows and Confluence knowledge spaces while supporting automation to streamline operational efficiency.
* AWS Platform Support - Supports monitoring, troubleshooting, and operational activities across AWS services to maintain platform health and resilience.
* Stakeholder & Customer Engagement - Delivers clear, professional communication and provides senior guidance to stakeholders and junior team members.
Main Duties and Responsibilities:
* Provide high‑quality first line and advanced technical support in response to incidents and service requests, covering company‑supported and military‑spec IT systems, hardware, software, and hosted platforms
* Maintain accurate, timely, and professional updates within the service desk tooling, ensuring users receive clear communication and consistent progress visibility
* Respond to customer enquiries via phone, email, in person, and through formal ticketing systems, ensuring all interactions reflect Leidos standards of professionalism and customer care
* Correctly categorise, prioritise, and route issues that fall outside first‑line scope to the appropriate second‑line, engineering, or third‑party resolver teams
* Perform efficient fault‑finding, troubleshooting, and technical diagnosis to support rapid service restoration and minimise operational impact
* Uphold high levels of customer satisfaction by managing escalations professionally, maintaining effective relationships with Team Leidos partners and core service providers
* Demonstrate strong time management skills, operating effectively under pressure, adjusting priorities rapidly, and working independently when required
* Monitor support workload and operational queues to ensure services, applications, and environments are supported efficiently and in line with programme priorities
* Produce and maintain high‑quality user‑facing documentation, including guides, manuals, standard operating procedures, and FAQs
Skills Required:
* Exceptional customer service skills with the ability to communicate confidently and clearly with users of varying technical knowledge
* Ability to operate effectively in a fast‑paced environment, managing competing priorities and maintaining service quality under pressure
* Strong sense of ownership and accountability, ensuring tasks are followed through to completion with minimal supervision
* Excellent written and verbal communication skills, able to articulate technical issues in straightforward, user‑focused language
* Good general IT competency with strong working knowledge of Microsoft applications and common enterprise platforms
* Proven ability to work within an operational support environment, maintaining professionalism during high‑volume or high‑impact situations
* Previous experience working in a service desk function preferred; full training will be provided for LCST‑specific systems and processes
* Experience with Atlassian Jira JSM/ITSM tools
* ITIL Foundation Certification is desirable and beneficial for ongoing development
Clearance Requirements:
* BPSS Pre-screening required to Start
* SC required for the role
* Must hold or be eligible to apply for SC clearance
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:
The Logistics Commodities & Services Transformation (LCST) Programme for the UK Ministry of Defence is a critical effort to enhance and improve the UK’s defence supply chain. The programme provides essential services such as storage and distribution for the MOD's materiel, including a global freight service and the procurement and inventory management of 70,000 commodity NATO Stock Number (NSNs).
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 enhance your future.
If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.
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