Service Desk Analyst
Looking for an opportunity to make an impact?...
We are in search of a Service Desk Analyst to join the team in our Glasgow office.
Are you ready for your next career challenge?
At Leidos UK & Europe, 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.
If this sounds like the kind of environment where you can thrive, keep reading!
Main Duties and Responsibilities:
- Be a part of the team delivering a professional and effective service desk capability, handling calls and contacts for incident resolution and request fulfilment within SLA
- Provide high quality communication to stakeholders at all levels, both written and verbal, that clearly explain key issues and events affecting the client’s services delivered
- Ensuring that Incidents and Service Requests are responded to within Service Levels and that customers are regularly kept up to date in order that the customers have confidence that their issues are being actively addressed
- Escalating to 2nd/3rd Line Support Engineering Teams when appropriate in order to resolve more complex customer issues
- Providing telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships
- Ensuring all faults are logged and assigned to the correct team so SLA’s are met
- Proactively monitoring Incidents for trends and potential Problem Records and highlight these to the Service Desk Manager in order to ensure the on-going availability of the applications
- Working in conjunction with other IT teams to ensure successful resolution of any issues
- Update the Service Desk documentation for new processes and procedures to reduce the duplication of effort from the Service Desk team
- Producing both customer-facing and internal knowledge base documentation as required in line with company and customer standards
- Actively participating in Continual Service Improvement Activities in order to add value to the services provided to customers
- Understanding of the Major Incident Management process and where required, ensure that the procedures are followed and reporting completed within agreed timelines
- Understanding of Change Management process where required, assist the Change Manager if change co-ordination assistance is needed
- Provide daily, weekly & monthly reporting
- Work on a development programme focusing on development goals and career path.
- Develop and maintain excellent working relationships with all involved parties of the SMC program, end users, suppliers and internal departments
- Develop an understanding of the software applications used within the Service Desk, to become administrators and potential opportunity for development
- Experience in working on a service desk dealing with incidents and requests in a multi customer environment with multiple partners triaging to 2nd and 3rd support tiers providing ITIL processes for our clients
- Experience of utilising an ITSM tool
- Experience in first line support and liaising with internal departments and 3rd party suppliers.
- Possess or be able to obtain BPSS clearance or higher
You Might Also Have:
- As a preference hold a qualification in ITIL Foundation
- Understanding of active directory would be beneficial
- Clearance to Start BPSS
- Clearance for Role SC
- This role requires onsite presence at our Skypark office in Glasgow, UK. Some remote working available.
What do 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)
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.
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 (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Covid Guidance for the US
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 44,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Diversity
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.