At a Glance
- Tasks: Provide top-notch technical support and resolve issues for customers.
- Company: Join Leidos, a global leader in tech solutions with a collaborative culture.
- Benefits: Enjoy competitive pay, health perks, flexible working, and 33 days of annual leave.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact while developing your skills in a dynamic environment.
- Qualifications: Experience with Microsoft systems and strong customer service skills are essential.
The predicted salary is between 33750 - 41250 £ per year.
This role is based onsite in Whiteley, Hampshire. It will require attainment and maintenance of SC clearance.
We're looking for a Service Desk Analyst to join our team in Whiteley on a permanent basis. This role covers an 8-hour shift between 08:00 and 18:00. Successful candidates will need to be eligible to obtain UK Security Clearance (SC).
Reporting to the Service Desk Manager, you'll play a key role in delivering high-quality technical support to internal and external customers, helping to resolve issues and ensure a positive user experience.
The Role
- Provide technical support for hardware, software, networking and telecommunications systems to internal and external customers.
- Diagnose, troubleshoot and resolve technical issues, escalating more complex incidents when required.
- Research and analyse problems using available knowledge, documentation and historical records.
- Route incidents to specialist teams when appropriate while maintaining ownership of the customer experience.
- Respond to requests in a timely manner and provide clear, effective solutions.
- Identify recurring issues and elevate trends to management.
- Log and manage incidents using approved toolsets while working towards agreed service levels.
- Provide remote support for users, including VPN connectivity assistance.
- Support mobile devices and encrypted USB devices.
- Create, manage and maintain user accounts, including Restricted LAN Interconnect and Shared Working Environment accounts.
- Develop and maintain process documentation and user guides.
- Communicate system alerts, service updates and outages to users.
What We're Looking For
Essential Skills and Experience
- Experience supporting Microsoft Windows operating systems.
- Experience supporting Microsoft Outlook and Microsoft Office applications.
- Strong customer service skills with a focus on delivering a positive user experience.
- Effective verbal and written communication skills.
- Good problem-solving and troubleshooting abilities.
- A proactive approach and willingness to learn from colleagues and share knowledge with others.
- Ability to work independently as well as collaboratively within a team environment.
Desirable Skills and Experience
- Experience in ITSM tools and ITIL environments.
- VPN and remote access support.
- Mobile device support.
- Networking technologies, including wireless connectivity.
- Service desk, desktop support or technical support experience.
- Strong organisational and time management skills.
- A flexible and adaptable approach to changing priorities.
What we do for you:
- 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 and much more!)
- 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.
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.
- People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing.
Service Desk Analyst in Winchester 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 Winchester
✨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 Winchester
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.
