At a Glance
- Tasks: Lead and support a dynamic team while providing expert-level technical support.
- Company: Join a forward-thinking company committed to innovation and inclusivity.
- Benefits: Enjoy a competitive salary, private medical insurance, and 33 days of annual leave.
- Other info: Flexible working hours and excellent career growth opportunities await you.
- Why this job: Make a real impact by bridging technical and non-technical teams in a collaborative environment.
- Qualifications: ITIL v4 Foundation certification and strong communication skills are essential.
The predicted salary is between 34800 - 43500 £ 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 SDA’s to create a culture of high performance, strong engagement and continuous improvement.
- ITSM Architecture: Administer and optimize ServiceDesk Plus (SDP), including the design of complex Request Life Cycles and visual workflows.
- Oversee the full Incident & Request life cycle from initial capture through to closure in line with agreed service levels and ITIL best practice.
- Assist with identifying any Major Incidents, communicate to the Incident Manager and liaise with external stakeholders.
- Help and mentor the Service Desk Analysts through escalations and by sharing experience and knowledge.
- Advanced Reporting: Develop custom dashboards and scheduled reports using Analytics Plus to track KPIs like SLA compliance and ticket trends.
- Develop and suggest CSI to the Incident Manager.
Technical Requirements
- ManageEngine Mastery: Deep administrative experience with ServiceDesk Plus (Cloud or On-Premise), AD Manager Plus, and Endpoint Central.
- Automation Logic: Proven ability to build IF/THEN conditions, Wait Nodes, and Approval Stages within the SDP Workflow Editor.
- Active Directory: Expert knowledge of AD, including GPOs and group nested permissions.
- Integration Skills: Experience using API Key/Authtoken to link ManageEngine products or connect to third-party apps (Slack, Jira, etc.).
Qualifications & Soft Skills
- Certifications: ITIL v4 Foundation and ideally a ManageEngine Certified Professional designation.
- Communication: Ability to train junior staff on ManageEngine best practices and KB creation.
- Ability to work well in a close team and liaise with external stakeholders.
- Good level of written and verbal communication.
- Ability to write in-depth knowledge articles for different levels of users.
Pay Range £34,800.00-£43,500.00
Benefits
- 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 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.
Senior Service Desk employer: Leidos
At Leidos, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and continuous improvement. Located in Huntingdon, our team enjoys a range of benefits including a generous pension scheme, private medical insurance, and 33 days of annual leave, all while working in a supportive environment that prioritises employee growth and development. Join us to unleash your potential as a Senior Service Desk Analyst, where your expertise will be valued and your contributions will directly impact our commitment to high customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to the Senior Service Desk role. Think about how you can showcase your experience with ITSM systems and your ability to bridge technical and non-technical teams.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Use our website to find roles that excite you and tailor your approach to each one!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. It’s a simple way to stand out from the crowd.
We think you need these skills to ace Senior Service Desk
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Service Desk role. Highlight your experience with ManageEngine and any relevant ITIL certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Don’t forget to mention your experience in leading teams and improving service delivery.
Showcase Your Technical Skills:Be specific about your technical expertise, especially with ServiceDesk Plus and Active Directory. We love seeing examples of how you've used these tools to solve problems or improve processes in your previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Leidos
✨Know Your ITSM Inside Out
Make sure you’re well-versed in ManageEngine ServiceDesk Plus and its functionalities. Brush up on your knowledge of Request Life Cycles and visual workflows, as you’ll likely be asked to demonstrate your understanding of how to optimise these processes during the interview.
✨Showcase Your Communication Skills
Since this role involves liaising with both technical teams and non-technical stakeholders, practice explaining complex technical concepts in simple terms. Prepare examples of how you've successfully communicated with different audiences in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle incidents. Think of specific situations where you identified a major incident or improved SLA compliance, and be ready to discuss your approach and the outcomes.
✨Demonstrate Leadership Qualities
As you’ll be mentoring junior staff, be prepared to talk about your leadership style. Share experiences where you motivated a team or contributed to a culture of continuous improvement, highlighting any specific strategies you used to engage and develop others.
