At a Glance
- Tasks: Support and optimise IT systems while resolving client queries remotely or on-site.
- Company: Join Leidos Innovations UK Ltd, a leader in Defence Intelligence services.
- Benefits: Enjoy a contributory pension, private medical insurance, and 33 days annual leave.
- Other info: Collaborative team culture with opportunities for professional growth.
- Why this job: Make a real difference in IT support within a dynamic and evolving tech environment.
- Qualifications: Experience in IT support and knowledge of ITIL principles required.
The predicted salary is between 30000 - 40000 £ per year.
Overview
Leidos Innovations UK Ltd is seeking a Service Desk Analyst to join the service operations team supporting systems within the Defence Intelligence Service Operations Team.
The role involves assessing and optimising the performance of end‑user IT systems and software within an evolving technology environment.
Responsibilities
- Test and analyse IT system and software performance.
- Resolve incoming client and personnel IT queries remotely via email and phone, or on‑site.
- Prioritise and resolve IT concerns, escalating serious issues to relevant stakeholders.
- Avoid service interruptions by performing system installations, updates and maintenance procedures.
- Prepare training manuals and FAQ materials for end‑user guidance.
- Document processes and maintain service desk records.
- Recommend optimisation measures to improve IT performance and prevent future problems.
- Keep informed of IT advancements.
Qualifications
- Experience in an IT support role and with first‑line applications support.
- Sound knowledge of IT system analysis and ability to provide a first‑time fix resolution.
- Experience with an MOD environment and in reporting and analysing data to identify trends.
- Experience managing complex IT services against SLAs and customer liaison management at all levels.
- Experience with Change, Problem and Incident Management, Service Level Management, IT Service Continuity Management and Business Continuity and Disaster Recovery.
- Experience working in a matrix management environment.
- Candidate Requirements
- ITIL Foundation Level (ITIL 3/4) at minimum.
- Knowledge and understanding of ITIL functions, principles and processes.
- Excellent verbal and written communication skills.
- DV cleared (high‑level: DV). Optional SCAt clearance acceptable.
- Ability to work under pressure and meet deadlines with a flexible and pragmatic approach.
- Collaboration with various internal and external parties, including multi‑tier support partners.
- Ability to work as part of a team.
Benefits
- Contributory Pension Scheme.
- Private Medical Insurance.
- 33 days Annual Leave (including public and privilege holidays).
- Access to flexible benefits (life assurance, health schemes, gym memberships, annual buy‑and‑sell holidays and a cycle‑to‑work scheme).
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Help Desk or Service Desk Analyst employer: Leidos, Inc.
As a Lead Systems Engineer within our major UK defence IT delivery programme, you will join a dynamic and supportive work culture that prioritises employee growth and development. We offer competitive benefits, including opportunities for professional advancement and the chance to engage directly with key stakeholders in the UK Ministry of Defence, ensuring your contributions are impactful and recognised. Our commitment to high standards and compliance creates a rewarding environment where your expertise in systems engineering can thrive.
