At a Glance
- Tasks: Provide expert technical support and lead the First Line team to ensure high customer satisfaction.
- Company: Join a dynamic team in a supportive and innovative environment.
- Benefits: Competitive salary, career development opportunities, and a collaborative workplace.
- Other info: Opportunity for growth in a fast-paced, engaging atmosphere.
- Why this job: Make a real impact by bridging technical and non-technical teams for seamless service delivery.
- Qualifications: Experience in IT support and strong leadership skills are essential.
The predicted salary is between 35000 - 45000 £ 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. 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 Service Desk Plus (SDP), including the design of complex Request Life Cycles (RLC) and visual workflows.
- Oversee the full Incident Management process.
Service Desk Analyst 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
