Senior Service Desk Analyst
Programme Name: LCST
Location: Bristol, UK (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.
Pay Range: £28,800.00-£33,900.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
About Leidos
Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025.
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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