At a Glance
- Tasks: Provide expert technical support and lead a dynamic team to ensure customer satisfaction.
- Company: Join Leidos, a leader in innovative technology and solutions.
- Benefits: Enjoy 33 days annual leave, private medical insurance, and a contributory pension scheme.
- Other info: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Make a real impact by solving complex problems in defence, healthcare, and more.
- Qualifications: ITIL v4 Foundation certification preferred; strong communication and mentoring skills required.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
- Oversee the full Incident & Request life cycle from initial capture through to closure in line with agreed service levels and ITIL best practice.
- Help and mentor the Service Desk Analysts through escalations and by sharing experience and knowledge.
Qualifications & Soft Skills
- Certifications: ITIL v4 Foundation and ideally a ManageEngine Certified Professional designation.
We provide an employment package that attracts, develops and retains only the best in talent:
- 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
Commitment to Diversity: We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. 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: 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.
What Makes Us Different: Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world.
IT Support / Service Desk Technician employer: Leidos Innovations UK Limited
Leidos Innovations UK Limited is an excellent employer, offering a dynamic work culture that values collaboration and innovation. With a focus on employee growth, the company provides comprehensive benefits and the flexibility of remote work, making it an ideal place for IT Systems Engineers to thrive in their careers while enjoying a healthy work-life balance.
Contact Details:
Leidos Innovations UK Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Support / Service Desk Technician
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Leidos Innovations UK Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Leidos Innovations UK Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Leidos Innovations UK Limited!
✨Direct Apply to Leidos Innovations UK Limited
Let's not forget to apply directly through the Leidos Innovations UK Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support / Service Desk Technician
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Leidos Innovations UK Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Leidos Innovations UK Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Leidos Innovations UK Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
