At a Glance
- Tasks: Provide top-notch technical support and troubleshoot IT issues for users.
- Company: Join Leidos, a leader in defence supply chain transformation.
- Benefits: Enjoy competitive pay, flexible working, and generous leave.
- Other info: Diverse culture with opportunities for growth and learning.
- Why this job: Make a real impact while developing your tech skills in a dynamic environment.
- Qualifications: Customer service skills and a passion for problem-solving are key.
The predicted salary is between 24900 - 29300 £ per year.
Primary location: On-site at Emersons Green, Bristol, with occasional remote working opportunities.
Working hours: Monday to Friday, between 08:00 – 17:00, based on scheduled shifts.
Role Overview:
The Service Desk Analyst (1st Line Support) is responsible for delivering high-quality technical support as the first point of contact for IT-related incidents and service requests. The role requires strong customer service focus, effective troubleshooting capability, and adherence to service management processes to ensure timely resolution or escalation of issues. This position supports both standard corporate and military specification systems, ensuring operational effectiveness across all supported platforms.
Main Duties and Responsibilities:
- Provide first line customer support in response to incidents and service requests, including technical assistance across computer systems, software, and hardware within company-supported and military specification environments.
- Accurately log, update, and maintain ticket progress within the internal service desk system, ensuring all assigned tickets are regularly updated and managed to a high standard.
- Respond to user interactions via multiple channels, including face-to-face, telephone, email, and formal ticketing systems.
- Diagnose and resolve technical issues through effective fault finding and troubleshooting within agreed timeframes.
- Where issues fall outside of first line support remit, correctly categorise, prioritise, and route tickets to the appropriate second line resolver group or third-party provider.
- Maintain a high level of customer satisfaction by responding to all enquiries and escalations professionally, promoting strong working relationships with Team Leidos stakeholders and service providers.
- Effectively manage workload, prioritising tasks in a dynamic environment with minimal supervision.
- Proactively monitor support workload to ensure applications and hosted environments are supported in line with business priorities and service level expectations.
- Produce and maintain end-user documentation, including training materials, user guides, and FAQ resources to support knowledge sharing and self-service.
Skills Required:
- Customer Focus
- Problem Solving & Troubleshooting
- Communication & Collaboration
- Time Management & Organisation
- Accountability & Ownership
- Adaptability in Operational Environments
Desirable Skills and Experience:
- Strong customer service skills with the ability to deliver a high standard of user support
- Ability to manage and prioritise workload effectively in a fast-paced environment
- Demonstrated accountability and ownership of tasks through to completion
- Good communication skills, both written and verbal
- Solid IT literacy, including working knowledge of Microsoft applications
- Ability to work under pressure in a busy operational environment
- Previous experience within a Service Desk or IT support environment is advantageous, though not essential (full training provided)
- Familiarity with ServiceNow and/or Jira Service Management tools is desirable
- ITIL Foundation certification (or working towards) is preferred
Clearance Requirements:
- BPSS Pre-screening required to start
- SC required for the role
- Must hold or be eligible to apply for SC clearance
Commitment to Diversity:
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.
What we do for you:
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)
- Flexible Working Scheme
Who We Are:
The Logistics Commodities & Services Transformation (LCST) Programme for the UK Ministry of Defence is a critical effort to enhance and improve the UK’s defence supply chain. The programme provides essential services such as storage and distribution for the MOD's materiel, including a global freight service and the procurement and inventory management of 70,000 commodity NATO Stock Number (NSNs).
Working together as Team Leidos we are helping to transform the UK's defence supply chain by providing an integration of a complex mixture of services, at low risk, using a modern suite of systems that will deliver one version of the truth. For the first time, the MOD will see the whole picture, as it is happening.
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. You can inspire change.
Collaboration: 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.
People: 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 a career development plans that enhance your future.
Service Desk Analyst in Bristol employer: Leidos
Leidos is an exceptional employer that prioritises employee well-being and professional growth, offering a collaborative culture where innovation thrives. Located in Emersons Green, Bristol, the company provides a comprehensive benefits package, including a contributory pension scheme, private medical insurance, and generous annual leave, all while promoting a healthy work-life balance. With a commitment to diversity and inclusion, Leidos empowers its employees to develop their skills and advance their careers in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Bristol
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Leidos and their values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be providing first line support, brush up on common IT issues and how to resolve them. This will not only boost your confidence but also impress your interviewers.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to demonstrate how you can effectively communicate with users. Use examples from past experiences where you resolved issues while keeping the customer informed.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining the Leidos team. Don’t miss out on this opportunity!
We think you need these skills to ace Service Desk Analyst in Bristol
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Desk Analyst role. Highlight your customer service skills and any relevant IT support experience, even if it's just a hobby or a project. We want to see how you fit into our team!
Show Off Your Communication Skills:Since this role involves a lot of interaction with users, it’s crucial to demonstrate your communication skills. Use clear and concise language in your application, and don’t forget to mention any experience you have in troubleshooting or resolving issues.
Be Honest About Your Experience:If you don’t have direct experience in a Service Desk environment, that’s okay! Be upfront about your skills and willingness to learn. We value adaptability and a positive attitude just as much as experience.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Leidos
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around common IT issues and troubleshooting techniques. Familiarise yourself with the tools mentioned in the job description, like ServiceNow or Jira, as this will show you're proactive and ready to hit the ground running.
✨Customer Service is Key
Since this role is all about first-line support, be prepared to demonstrate your customer service skills. Think of examples where you've successfully resolved issues for users, and be ready to discuss how you maintain a positive attitude even under pressure.
✨Practice Makes Perfect
Conduct mock interviews with a friend or family member. Focus on common interview questions for IT support roles, such as how you would handle a difficult customer or a technical problem. This will help you articulate your thoughts clearly during the actual interview.
✨Show Your Adaptability
The job requires managing workload in a dynamic environment, so be ready to share examples of how you've adapted to changing situations in the past. Highlight your time management skills and how you prioritise tasks effectively to meet deadlines.
