Service Desk Analyst

We are in search of a Service Desk Analyst for our Leidos engineering capability. The successful Service Desk Analyst will have a full understanding of the principles of ITIL, will have prior experience as an analyst on a major programme providing technical support directly to users.

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams in the UK to address some of the most complex problems in defence, government, safety and security, and transportation. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

As a Service Desk Analyst in Leidos you will be working on one of our key programs delivering support on a complex and ever changing MOD system. You will be working on a system that is directly involved in ensuring the National Security of the UK.

What you will do

Your primary responsibility will be to be the first point of contact on a technical helpdesk providing a first fix solution whenever possible. When this is not possible managing incident tickets and working with more senior members of the systems and network teams to implement incident fixes within the SLA period.

What we are looking for

• Current clearance, or the ability to gain DV clearance.

• Experience with 1st line Windows troubleshooting.

• Analyze, solve, and correct issues in real time, providing problem resolution end-to-end.

• A basic understanding of IP networking

• Good organizational skills.

• Experience working within the ITIL framework.

• Monitoring of multiple systems simultaneously using network monitoring tools

• Familiarity with ticket management systems.

• An understanding of Active Directory.

It would be nice if you had:

• Knowledge of JSP440 security guidelines.

• Knowledge/Experience working within an MBSE environment.

• Experience of working with industry partners and platform integrators to support platform integration and installation.

Location: This role will be based in Herefordshire, with very occasional travel to other sites.

Clearance Required:

This role will require DV clearance.