Senior Service Desk Analyst in Huntingdon

The Service Desk Analyst provides expert-level technical support as the primary escalation point for the First Line team, working proactively to ensure all SLAs are met and customer satisfaction remains high. Serving as a key partner to the Incident and Service Delivery Managers, you will be responsible for maintaining the integrity of all records within the ManageEngine ITSM system while bridging the gap between technical teams and non-technical stakeholders. By translating complex business requirements into technical solutions and collaborating closely with 2nd Line and external teams, you ensure a seamless, well-organised response to all incidents and service requests across the organisation.

Key Responsibilities

• Assist and support the incident manager by proactively leading and motivating the Junior SDAs ensuring that there is a culture of high performance, strong engagement and a commitment to continual improvement.
• Administer and optimize ServiceDesk Plus (SDP), including the design of complex Request Life Cycles (RLC) and visual workflows.
• Oversee the full Incident & Request life cycle from initial capture through to closure in line with agreed service levels and ITIL best practice.
• Assist with identifying any Major Incidents, communicating to the Incident Manager and liaising with external stakeholders.
• Help and mentor the Service Desk Analysts through escalations and by sharing experience and knowledge.
• Develop custom dashboards and scheduled reports using Analytics Plus to track KPIs like SLA compliance and ticket trends.
• Develop and suggest Continuous Service Improvement (CSI) to the Incident Manager.

Technical Requirements

• Deep administrative experience with ServiceDesk Plus (Cloud or On-Premise), AD Manager Plus, and Endpoint Central.
• Proven ability to build IF/THEN conditions, Wait Nodes, and Approval Stages within the SDP Workflow Editor.
• Expert knowledge of Active Directory (AD), including GPOs and group nested permissions.
• Experience using API Key/Auth tokens to link ManageEngine products or connect to third-party apps (Slack, Jira, etc.).

Qualifications & Soft Skills

• ITIL v4 Foundation and ideally a ManageEngine Certified Professional designation.
• Ability to train junior staff on ManageEngine best practices and knowledge base creation.
• Ability to work well in a close team and liaise with external stakeholders.
• Good level of written and verbal communication.
• Ability to write in-depth knowledge articles for different levels of users.

Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundations of our Leidos culture are our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission.

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)
• Flexi-Time

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.

Leidos UK & EUROPE works to make the world safer, healthier, and more efficient through technology, engineering and science. Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

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.

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 career development plans that enhance your future.