Service Desk Analyst - 1st Line Support

Job Description

DescriptionService Desk Analyst - 1st Line SupportProgramme Name: LCSTLocation:This role will require you to work ‘on site’ at the Emersons Green office in Bristol, UK with occasional work from home daysHours: Shifts will cover Monday to Friday between the hours of 08:00 – 17:00Looking for an opportunity to make an impact..The Role:We are in search of a Service Desk Analyst - 1st Line Support to 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 applicationsand 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

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 StartBPSS
• 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 WorkingCommitment 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 resourcesfor 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 distributionfor the MODs 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 UKs 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 firsttime, 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 saferworld. 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 oron 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: 2024-04-09While 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 a