At a Glance
- Tasks: Be the first point of contact for technical support and manage incident tickets.
- Company: Join Leidos, a leader in innovative solutions for defence and security.
- Benefits: Enjoy 33 days annual leave, private medical insurance, and flexible working options.
- Other info: Diverse and inclusive culture with excellent career growth opportunities.
- Why this job: Make a real impact on national security while developing your IT skills.
- Qualifications: Experience in 1st line Windows troubleshooting and familiarity with ITIL framework.
The predicted salary is between 31500 - 38500 £ per year.
We are in search of a Service Desk Analyst for our Leidos engineering capability. The successful Service Desk Analyst will have a full understanding of the principles of ITIL and prior experience as an analyst on a major programme providing technical support directly to users.
As a Service Desk Analyst in Leidos, you will be working on one of our key programs delivering support on a complex and ever-changing MOD system, directly involved in ensuring the National Security of the UK.
What you will do:
- Your primary responsibility will be to be the first point of contact on a technical helpdesk providing a first fix solution whenever possible.
- When this is not possible, manage incident tickets and work with more senior members of the systems and network teams to implement incident fixes within the SLA period.
What we are looking for:
- Current clearance, or willingness to go through the DV clearance process.
- Experience with 1st line Windows troubleshooting.
- Analyze, solve, and correct issues in real time, providing problem resolution end-to-end.
- A basic understanding of IP networking.
- Good organizational skills.
- Experience working within the ITIL framework.
- Monitoring of multiple systems simultaneously using network monitoring tools.
- Familiarity with ticket management systems.
- An understanding of Active Directory.
It would be nice if you had:
- Knowledge of JSP440 security guidelines.
- Knowledge/Experience working within an MBSE environment.
- Experience of working with industry partners and platform integrators to support platform integration and installation.
This role will be based in Herefordshire, with very occasional travel to other sites. This role will require DV clearance.
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)
- Flexi Time 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.
Service Desk Analyst in Stourport-on-Severn employer: Leidos
Leidos is an exceptional employer that fosters a dynamic work culture in Whiteley, Hampshire, where innovation and collaboration thrive. With a strong focus on employee growth, we offer comprehensive benefits including a contributory pension, private medical insurance, and an impressive 33 days of annual leave, ensuring our team members are well-supported both personally and professionally. Join us to be part of a market-leading operation that values your contributions and empowers you to drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Stourport-on-Severn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leidos. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leidos before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Stourport-on-Severn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leidos:Your cover letter is your chance to shine! Tell us why you want to work at Leidos specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leidos!
How to prepare for a job interview at Leidos
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
