Service Desk Analyst
Responsibilities
* Provide first line customer support in response to incidents and service requests. This support includes technical assistance for issues related to computer systems, software and hardware for company-supported and military specification computer applications and platforms.
* Regular and accurate maintenance of ticket progress information on an internal service desk system, including regularly updating each ticket assigned to you to ensure all users receive a high level of IT support.
* Respond to interactions either in person, over the phone, via e‑mail, and/or through formal ticketing systems.
* When the customer issue extends beyond first line support remit, correctly categorize, and route the interaction to the appropriate second line resolver team, whether internal or to a third‑party contractor.
* Utilize your skills to perform fault finding and troubleshooting activities in a timely manner.
* Maintain a high level of customer satisfaction by ensuring all client enquiries and escalations are responded to promptly and professionally, whilst maintaining a professional relationship with all Team Leidos business partners and other core service providers.
* Effective time management, capable of prioritizing work at short notice with little or no additional support and working unsupervised.
* Continuous identification and monitoring of support workload, to ensure application and hosted environments are supported in a timely and effective manner in accordance with business priorities.
* This role will require candidates to work ‘on site’ full‑time with no ability to work from home.
* 7.5 hour daily shift between the period of 0700-1900.
Qualifications
* Previous experience of working within a service desk environment would be preferred.
* Good IT skills, good working knowledge of Microsoft applications preferred.
* Strong customer service skills, with the ability to provide exceptional customer service to all users.
* Ability to manage and prioritize working in a fast‑paced environment.
* Ability to take personal responsibility for actions and see them through to completion.
* Good communication skills; written and verbal.
* The ability to work under pressure in an operational environment.
* Experience with ServiceNow and Jira Service Desk is desirable.
Benefits
* 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)
* Flexi-time 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 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.
Commitment to Non‑Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
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