Service Desk Analyst

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.

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.

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.

What Makes Us Different: Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing.