Senior Service Desk Analyst Programme Name: LCST
Location: Bristol, UK (Working on site at Emersons Green, Bristol a minimum of 3 days a week)
Hours: MondayFriday, 08:0017:00, (8 hour shifts)
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Role Overview:
Leidos are seeking an experienced Senior Service Desk Analyst who will be 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:
Previous experience working in a service desk function (full training will be provided for LCST-specific systems)
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
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
Leidos UK! Join our team and discover a culture of collaboration, innovation, diversity, trust, caring management, communication transparency, work-life balance, and overall job satisfaction...
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 and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
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)
Flexible Working 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 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 UKs 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.
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