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Service Desk Analyst
Are you a Service Desk Analyst looking for a new challenge? We have a permanent position in our Whiteley office covering an 8‑hour shift between 08:00 and 18:00. This role requires SC security clearance and reports to the Service Desk Manager.
Description
The successful candidate must resolve technical problems and answer queries via telephone, supporting internal and external customers across computer hardware, software, network, and telecommunications systems. Responsibilities include diagnosing, isolating, and analyzing problems using historical database records, routing calls to specialists when necessary, maintaining and updating records, and alerting management to recurring issues.
The Role You Will Play
* Resolve technical problems and answer queries in support of hardware, software, network, and telecommunications systems.
* Identify, isolate, and diagnose problems based upon user comments.
* Research and analyze problems using expertise and historical data.
* Route calls to available specialists for complex cases.
* Respond promptly with appropriate solutions.
* Alert management to recurring problems and patterns.
* Log calls with relevant tools, adhering to SLAs where possible.
* Provide remote support for dial‑in users via VPN.
* Support mobile devices and encrypted USB memory sticks.
* Profile and support Restricted LAN Interconnect and shared working environment accounts.
* Write, update, and maintain written processes and procedures.
* Send system alert and outage communications to the user base.
Required Skills
* Knowledge of Microsoft operating systems.
* Experience with Microsoft Outlook and Office Suite.
* Self‑motivated; willing to learn from colleagues.
* Good team player with initiative.
* Excellent written and verbal communication skills.
* Demonstrated outstanding customer service skills.
* Demonstrated telephone etiquette skills.
* Good problem determination skills.
Desired Skills
* Telephone etiquette skills.
* Dynamic and flexible “can‑do” attitude.
* ITSM support experience and ITIL familiarity.
* VPN/Remote access support experience.
* Mobile device support experience.
* Networking environments including wireless.
* PC/technical support service desk experience.
* Excellent time management skills.
What We Do For You
We offer meaningful and engaging careers, a collaborative culture, and support for your career goals while fostering a healthy work‑life balance.
Benefits
* Contributory pension scheme.
* Private medical insurance.
* 33 days annual leave (including public and privileged holidays).
* Flexible benefits (including life assurance, health schemes, gym memberships, annual buy‑and‑sell holidays, cycle‑to‑work scheme).
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 reasonable adjustments during the application and selection stages, please let us know.
Pay Range
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.
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