Description
Job Description:
Are you ready for your next career challenge?
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.
https://www.leidos.com/company/global/uk-europe/LCST
If this sounds like the kind of environment where you can thrive, keep reading!
- Working side by side with the Leidos Corporate Information Security team and the Cybersecurity program team across the LCS(T) programme.
- Support and guide the implementation of security initiatives to improve overall security within the LCS(T) programme.
- Lead the Leidos portion of the LCS(T) Physical and Digital Security Working Groups which require close corporation with our customer (MOD) and our key partners (e.g. K&N, TVS).
- Maintain the LCS(T) IS Cyber Security Strategy and support the review of policies and procedures according to regulatory requirements.
- Evaluate and recommend improvements to technology, business practices, processes and controls.
- Review business continuity processes to identify and address potential risks.
- Identify area of improvements to enhance business efficiencies and to reduce risks.
- Work with Compliance team in planning company audit activities.
- Provide assistance to internal and external auditors.
- Communicate audit progress to Management on regular basis.
- Prepare audit reports of findings and recommendations to management.
Role overview
Responsible for providing first line technical assistance to customers, relating to both company-supported and military specification computer applications and platforms. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Ensures that customers are satisfied with the response and that it meets their quality expectations.
Log and track service desk interactions in service management tool
Triage technical issues for optimal problem resolution
Redirect problems to proper resource
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Inform management of recurring problems
Provide first line customer support in response to incidents and requests. Support includes technical assistance for issues related to computer systems, software, and hardware to include company-supported and military specification computer applications and platforms.
Effective time management, capable of prioritising work at short notice with little or no additional support and working unsupervised.
The identification and monitoring of conflicts in priorities, and proposals for resolution, for discussion with the Leidos Service
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.
Proactive administration for each of Team Leidos environments to ensure optimum performance, reliability and security.
Maintain a professional relationship with all Team Leidos business partners and other core service providers
There will be out of normal office hours working, and travel to other offices, from time to time.
Regular and accurate maintenance of ticket progress information on an internal service desk system, this includes updating every ticket assigned to you on a daily basis to ensure all users receive high level of IT support.
Peer review and ensure own work is peer reviewed as appropriate.
Carry out such other duties and take on additional responsibilities as may be agreed from time to time.
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 categorize and route the interaction to the appropriate second line resolver team, both inside and outside the company
Write end-user training manuals, guides, and FAQ documents.
Maintain daily performance of computer systems.
Install, modify, and repair Windows-based desktop and laptop computer hardware and software.
Work with hardware and software vendors to resolve end-user problems.
Run diagnostic programs to resolve problems.
Able to diagnose and resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for end-users.
Use available knowledge base to answer problems and questions
Follow standard service desk procedures
Skills Required
Degree (or equivalent) in Computer Science or related discipline. Relevant experience may substitute for the degree requirement on a year for year basis.
Working knowledge of fundamental operations of relevant software, hardware and other equipment
Experience with IT service management tools or a similar ticket system a plus
Skills Desired
Knowledge and experience of customer service practices
Knowledge of ITIL service management methodology is advantageous
Related experience and training in troubleshooting and providing IT service desk support
Experience working with Jira and Confluence
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. Our reward scheme includes:
• Contributory Pension Scheme
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, childcare vouchers and cycle to work scheme)
• Dynamic Working: https://www.leidos.com/sites/g/files/zoouby166/files/2019-11/PDF-Dynamic-Working-Leidos-UK.pdf
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.
