To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00080239
Location: Whiteley, HAM
Category: Customer Support
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Other Clearance

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, childcare vouchers and cycle to work scheme)

Pay Range:

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