Service Desk Analyst
Clearance: High-level of Security Clearance Required (SC/DV)
Location: Full-time on-site (Huntingdon, Cambridgeshire)
UNLEASH YOUR POTENTIAL
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams in the UK to address some of the most complex problems in defence, government, safety and security, and transportation. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Leidos Innovations UK Ltd is seeking a Service Desk Analyst to join the service operations team supporting systems within Defence Intelligence. This role offers an exciting opportunity to join the Defence Intelligence Service Operations Team during a time of major change and technological advancement.
Are you ready for your next challenge?
We are looking for a highly capable service desk analyst to assess and optimise the performance of our end-user IT systems and software. Your responsibilities will include analysing IT system performance, resolving IT equipment and software issues, and providing IT support to clients and personnel.
To succeed as a service desk analyst, you should have sound knowledge of IT system analysis and experience in IT support roles. An excellent candidate will leverage their IT expertise to enhance end-user support and system performance.
YOUR ROLE AND RESPONSIBILITIES:
* Testing and analysing IT system and software performance.
* Resolving client and personnel IT queries remotely via email, phone, or in person.
* Prioritising and resolving IT issues and escalating serious problems to relevant stakeholders.
* Performing system installations, updates, and maintenance to prevent service interruptions.
* Preparing training manuals and FAQ materials for end-user guidance.
* Documenting processes and maintaining service desk records.
* Recommending improvements to optimise IT performance and prevent future issues.
* Staying informed of IT advancements.
* Writing clear, concise, and knowledge-based articles.
* Working effectively under pressure and within deadlines, maintaining flexibility and pragmatism.
* Experience working in a matrix management environment.
* Understanding of Change, Problem, and Incident Management, maintaining Service Levels, IT Service Continuity Management (ITSCM), Business Continuity, and Disaster Recovery.
* Managing complex IT services against SLAs, including customer liaison at all levels.
* Reporting and analysing data to identify trends.
* Collaborating with internal and external parties on the service desk, handling incidents and requests in a complex environment with multiple support tiers and ITIL processes.
* Providing first-line application support and liaising with internal departments and suppliers.
* Ability to work as part of a team.
* ITIL 3/4 Foundation Level certification minimum.
Candidate Requirements:
* Knowledge of ITIL functions, principles, and processes.
* Technical ability to provide first-time fix resolutions.
* Experience in an MOD environment.
* Excellent verbal and written communication skills.
* DV clearance required.
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 careers, a collaborative culture, and support your professional growth, all while promoting a healthy work-life balance.
Our benefits include:
* Contributory Pension Scheme
* Private Medical Insurance
* 33 days annual leave (including public and privilege holidays)
* Flexible benefits (life assurance, health schemes, gym memberships, annual leave options, cycle to work scheme)
* Flexible working arrangements
We are committed to diversity and inclusion, welcoming applications from all parts of the community and providing equal opportunities. If you require reasonable adjustments during the application process, please inform us.
Who We Are:
Leidos UK & EUROPE work to make the world safer, healthier, and more efficient through technology, engineering, and science. Our UK work addresses complex problems in defence, healthcare, government, safety, security, and transportation.
Original Posting:
For U.S. positions, this job is expected to remain open for at least 3 days from the posting date.
Pay Range:
£32,200.00 - £44,532.50. The pay range is a guideline and not a guarantee. Compensation depends on responsibilities, education, experience, skills, internal equity, market data, and other factors.
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