At a Glance
- Tasks: Provide expert technical support and lead the First Line team to ensure high customer satisfaction.
- Company: Dynamic tech company focused on innovation and teamwork.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Exciting career progression opportunities in a fast-paced setting.
- Why this job: Join a collaborative environment where your skills can make a real difference.
- Qualifications: Experience in IT support and strong communication skills are essential.
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. 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.
Service Desk Analyst employer: Leidos Innovations UK
As a Service Desk Analyst at our Huntingdon location, you will thrive in a dynamic work culture that prioritises collaboration and continuous improvement. We offer competitive benefits, including professional development opportunities to enhance your skills and career growth, while fostering an environment where your contributions are valued and recognised. Join us to be part of a team that is dedicated to delivering exceptional service and making a meaningful impact within the organisation.
