Description

Service Desk Analyst - 1st Line Support

Programme Name: LCST

Location: This role will require you to work ‘on site’ at the Emerson's Green office in Bristol, UK with occasional work from home days

Hours: Shifts will cover Monday to Friday between the hours of 08:00 – 17:00

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The Role:

We are in search of a Service Desk Analyst - 1st Line Supportto join the Team in Bristol, UK.

Responsibilities:

• Provide first line customer support in response to incidents and service requests. This support includes technical assistance for issues related to computer systems, software and hardware for company-supported and military specification computer applications and platforms
• Regular and accurate maintenance of ticket progress information on an internal Service Desk system, including regularly updating each ticket assigned to you to ensure all users receive a high level of IT support
• Respond to interactions either in person, over the phone, via e-mail, and/or through formal ticketing systems
• Where the customer issue extends beyond first Line Support remit, correctly categorise, and route the interaction to the appropriate second line resolver team, whether internal or to a third-party contractor
• Utilising your skills to perform fault finding and troubleshooting activities in a timely manner
• Maintain a high level of customer satisfaction by ensuring all client enquiries and escalations are responded to promptly and professionally, whilst maintaining a professional relationship with all Team Leidos business partners and other core service providers
• Effective time management, capable of prioritising work at short notice with little or no additional support and working unsupervised
• Continuous identification and monitoring of support workload, to ensure application and hosted environments are supported in a timely and effective manner in accordance with business priorities
• Write end-user training manuals, guides, and FAQ documents

Required Skills:

• Strong customer service skills, with the ability to provide exceptional customer service to all users
• Ability to manage and prioritise working in a fast-paced environment
• Ability to take personal responsibility for actions and see them through to completion
• Good communication skills; written and verbal
• Good IT skills, good working Knowledge of Microsoft Applications
• The ability to work under pressure in an operational environment

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Desired Skills:

• Previous experience of working within a Service Desk environment would be preferred, however full training will be given
• Experience with ServiceNow and Jira Service Desk
• ITIL Foundation Certification

Clearance Requirements:

• Clearance to Start BPSS
• Clearance for Role SC

Reinvent yourself at Leidos UK! Uncover your potential by becoming a member of our team...

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)

•    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:

The Logistics Commodities & Services Transformation (LCST) Programme for the UK Ministry of Defence is a critical effort to enhance and improve the UK’s defence supply chain. The programme provides essential services such as storage and distribution for the MOD's materiel, including a global freight service and the procurement and inventory management of 70,000 commodity NATO Stock Number (NSNs).

Working together as Team Leidos we are helping to transform the UK's defence supply chain by providing an integration of a complex mixture of services, at low risk, using a modern suite of systems that will deliver one version of the truth. For the first time, the MOD will see the whole picture, as it is happening.

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 growthwhilst 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.

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.  For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

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.