Are you a Service Desk Analyst looking for a new challenge? We have a permanent position in our Whiteley office that will require SC security clearance. This position will report to the Service Desk Manager.
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers.
THE ROLE YOU WILL PLAY
The successful candidate must be able to resolve technical problems and answers queries by telephone in support of internal and/or external customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyses problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
Duties will include:
Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems
Successful diagnoses, identification, and isolation of problems based upon comments and complaints
Researches and analyses problems utilizing own expertise, historical database records
Routing calls to available specialists in more complex and difficult cases
Responds promptly with appropriate solutions
Alerts management to recurring problems and patterns of problems
Logging calls using relevant toolset whilst adhering to agreed SLAs where possible
Provide remote support for dial in users including the use of VPN
Support of 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 user base
Knowledge of Microsoft Operating Systems
Experience with Microsoft Outlook and Microsoft Office Suite Support experience
Self-motivated with willingness to learn from colleagues
Must be a good team player and able to use own initiative
Excellent Communication skills (written and verbal)
Demonstrated outstanding customer service skills
Demonstrated telephone etiquette skills
Must have good problem determination skills
Demonstrated 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
Clearance to Start: BPSS
Clearance for Role: SC
£ 24,500.00 -£ 28,850.00 p/a, with potential to increase for truly exceptional performance at assessment
WHAT DO WE DO FOR YOU?
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, pro rata)
Access to Flexible benefits (including life assurance, health schemes, childcare vouchers and cycle to work scheme)
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 43,000 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
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].
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.