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- Tasks: Help solve tech issues and support customers with hardware, software, and network queries.
- Company: Join Leidos, a global leader in science and technology tackling the world's toughest challenges.
- Benefits: Enjoy flexible working, 33 days annual leave, private medical insurance, and a contributory pension scheme.
- Why this job: Be part of a collaborative team making a real impact in defence, health, and security.
- Qualifications: Knowledge of Microsoft systems and excellent communication skills are essential; customer service experience is a plus.
- Other info: This role requires SC security clearance and offers opportunities for growth and learning.
The predicted salary is between 30000 - 42000 £ per year.
Are you a Service Desk Analyst looking for a new challenge? The successful candidate must be able to resolve technical problems and answer queries by telephone in support of internal and/or external customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyses problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
THE ROLE YOU WILL PLAY
- Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems
- Successful diagnoses, identification, and isolation of problems based upon comments and complaints
- Researches and analyses problems utilizing own expertise, historical database records
- Routing calls to available specialists in more complex and difficult cases
- Responds promptly with appropriate solutions
- Alerts management to recurring problems and patterns of problems
- Logging calls using relevant toolset whilst adhering to agreed SLAs where possible
- Provide remote support for dial-in users including the use of VPN
- Support of mobile devices and encrypted USB memory sticks
- Profile and support Restricted LAN Interconnect and Shared Working Environment accounts
- Write, update and maintain written processes and procedures
- Send System Alert and outage communications to user base
Required Skills:
- Knowledge of Microsoft Operating Systems
- Experience with Microsoft Outlook and Microsoft Office Suite Support experience
- Self-motivated with willingness to learn from colleagues
- Must be a good team player and able to use own initiative
- Excellent Communication skills (written and verbal)
- Demonstrated outstanding customer service skills
- Demonstrated telephone etiquette skills
- Must have good problem determination skills
Desired:
- Demonstrated telephone etiquette skills
- Dynamic and flexible "can-do" attitude
- ITSM Support experience and ITIL familiarity
- VPN/Remote Access Support experience
- Mobile device support experience
- Networking environments including wireless
- PC/Technical Support service desk experience
- Excellent time management skills
Clearance Requirements: Able to obtain or current UK SC Clearance is required for this position.
WHAT DO 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)
- Dynamic Working
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.
Who We Are: Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science. Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.
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.
Contact Detail:
Leidos Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description, such as Microsoft Operating Systems and VPN support. This will not only boost your confidence but also demonstrate your proactive approach to potential employers.
✨Tip Number 2
Brush up on your customer service skills, especially telephone etiquette. Practising how to handle difficult calls or technical queries can set you apart during interviews, showing that you're ready for real-world challenges.
✨Tip Number 3
Network with current or former Service Desk Analysts, especially those who have worked at Leidos. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach.
✨Tip Number 4
Prepare for potential scenario-based questions during the interview. Think of examples where you've successfully diagnosed and resolved technical issues, as this will showcase your problem-solving skills and experience.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Analyst role. Emphasise your knowledge of Microsoft Operating Systems, customer service skills, and any IT support experience you have.
Craft a Strong Cover Letter: Write a cover letter that showcases your problem-solving abilities and communication skills. Mention specific examples of how you've resolved technical issues in the past and your willingness to learn from colleagues.
Highlight Relevant Skills: In your application, clearly list your technical skills such as VPN/Remote Access Support, mobile device support, and familiarity with ITIL. This will demonstrate your capability to handle the responsibilities outlined in the job description.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Service Desk Analyst.
How to prepare for a job interview at Leidos
✨Showcase Your Technical Knowledge
Make sure to brush up on your knowledge of Microsoft Operating Systems and the Office Suite. Be prepared to discuss your experience with troubleshooting hardware, software, and network issues, as this will demonstrate your capability to handle the technical challenges of the role.
✨Demonstrate Excellent Communication Skills
Since the role involves answering queries over the phone, practice your verbal communication skills. Be clear and concise in your explanations, and remember to listen actively to understand the problems being presented by the caller.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about specific technical problems you've encountered in the past. Prepare examples that highlight your problem determination skills and how you successfully resolved those issues, as this will showcase your analytical abilities.
✨Emphasise Teamwork and Initiative
Leidos values team players who can also take initiative. Be ready to share examples of how you've worked collaboratively in a team setting, as well as instances where you've taken the lead on a project or task to solve a problem.
