Description
Job Description:
Are you a Service Desk Analyst looking for a new challenge? We have a permanent position in our Whiteley office that will require SC security clearance. This position will report to the Service Desk Manager.
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers.
THE ROLE YOU WILL PLAY
The successful candidate must be able to resolve technical problems and answers queries by telephone in support of internal and/or external customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyses problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
Duties will include:
Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems
Successful diagnoses, identification, and isolation of problems based upon comments and complaints
Researches and analyses problems utilizing own expertise, historical database records
Routing calls to available specialists in more complex and difficult cases
Responds promptly with appropriate solutions
Alerts management to recurring problems and patterns of problems
Logging calls using relevant toolset whilst adhering to agreed SLAs where possible
Provide remote support for dial in users including the use of VPN
Support of mobile devices and encrypted USB memory sticks
Profile and support Restricted LAN Interconnect and Shared Working Environment accounts
Write, update and maintain written processes and procedures
Send System Alert and outage communications to user base
Required Skills:
Knowledge of Microsoft Operating Systems
Experience with Microsoft Outlook and Microsoft Office Suite Support experience
Self-motivated with willingness to learn from colleagues
Must be a good team player and able to use own initiative
Excellent Communication skills (written and verbal)
Demonstrated outstanding customer service skills
Demonstrated telephone etiquette skills
Must have good problem determination skills
Desired Skills:
Demonstrated telephone etiquette skills
Dynamic and flexible "can-do" attitude
ITSM Support experience and ITIL familiarity
VPN/Remote Access Support experience
Mobile device support experience
Networking environments including wireless
PC/Technical Support service desk experience
Excellent time management skills
Clearance Required:
Clearance to Start: BPSS
Clearance for Role: SC
Salary Range:
£ 24,500.00 -£ 28,850.00 p/a, with potential to increase for truly exceptional performance at assessment
WHAT DO WE DO FOR YOU?
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, pro rata)
Access to Flexible benefits (including life assurance, health schemes and cycle to work scheme)
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.
