Service Desk Analyst in Brampton

Description

Service Desk Analyst

Clearance: High-level of Security Clearance Required (SC/DV)

Location: Full-time on-site (Huntingdon, Cambridgeshire)

UNLEASH YOUR POTENTIAL

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams in the UK to address some of the most complex problems in defence, government, safety and security, and transportation. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community.

Leidos Innovations UK Ltd is seeking a Service Desk Analyst to join the service operations team to support systems within the Defence Intelligence. This role offers a highly skilled and motivated person an exciting opportunity to join the Defence Intelligence Service Operations Team during a time of major change and technology advancements.

We are looking for a highly capable service desk analyst to assess and optimise the performance of our end-user IT systems and software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel.

To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role.

YOUR ROLE AND RESPONSIBILITIES:

• Testing and analysing IT system and software performance.
• Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
• Prioritising and resolving IT concerns and escalating serious issues to relevant stakeholders.
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Documenting processes and maintaining service desk records.
• Making recommendations to optimise IT performance and to prevent future problems.
• Keeping informed of advancements in IT.
• Writing coherent, concise, and Knowledge based articles.
• Working under pressure and to deadlines, with a flexible and pragmatic approach.
• Experience of working in a matrix management environment.
• Awareness and understanding of Change, Problem and Incident Management, maintaining Service Levels, ITSCM and Business Continuity and Disaster Recovery.
• Experience managing the provision of complex IT services against SLAs, including customer liaison management at all levels.
• Experience in reporting and analysing data to identify trends.
• Ability to work with various internal and external parties on the service desk dealing with incidents and requests in a complex environment with multiple partners operating in 2nd and 3rd support tiers providing ITIL processes for our clients.
• Experience in first line applications support and liaising with internal departments and suppliers.
• Able to work as part of a team.
• ITIL 3/4 Foundation Level minimum.

Candidate Requirements:

• Knowledge and understanding of ITIL functions, principles and processes.
• Technical knowledge with an ability to provide a first-time fix resolution.
• Experience in an MOD environment.
• Excellent verbal and written communication skills.
• DV Cleared.
• Clearance: High-level: DV - optional SC.

Pay Range:

£32,600.00 - £38,400.00

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.