Service Desk Analyst

Service Desk Analyst

Are you a Service Desk Analyst looking for a new challenge? We have a permanent position in our Whiteley office covering an 8‑hour shift between 08:00 and 18:00, which requires SC security clearance. The position reports to the Service Desk Manager.

The successful candidate must be able to resolve technical problems and answer queries by telephone in support of internal and external customer computer hardware, software, network and telecommunications systems. They will diagnose, identify, isolate and analyse problems using historical database records, route calls to product‑line specialists when necessary, maintain and update records and tracking databases, and alert management to recurring problems and patterns.

• Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems.
• Diagnosing, identifying, and isolating problems based on comments and complaints.
• Researching and analysing problems using own expertise and historical database records.
• Routing calls to available specialists in more complex and difficult cases.
• Responding promptly with appropriate solutions.
• Alerting management to recurring problems and patterns.
• Logging calls using the relevant toolset while adhering to agreed SLAs where possible.
• Providing remote support for dial‑in users, including the use of VPN.
• Supporting mobile devices and encrypted USB memory sticks.
• Profiling and supporting Restricted LAN Interconnect and Shared Working Environment accounts.
• Writing, updating, and maintaining written processes and procedures.
• Sending system alert and outage communications to the user base.

• Knowledge of Microsoft Operating Systems.
• Experience with Microsoft Outlook and Microsoft Office Suite.
• Self‑motivated with a willingness to learn from colleagues.
• Good teamwork, initiative and initiative‑driven attitude.
• Excellent written and verbal communication skills.
• Outstanding customer service skills.
• Telephone etiquette skills.
• Strong problem determination skills.

• 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.

• Contributory Pension Scheme.
• Private Medical Insurance.
• 33 days Annual Leave (including public and privilege holidays).
• Flexible benefits (life assurance, health schemes, gym memberships, annual buy‑and‑sell holidays, and a cycle‑to‑work scheme).
• Dynamic Working.

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.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment‑related information during any part of the employment application process (e.g., ask you for money), nor will Leidos ever advance money as part of the hiring process (e.g., send you a check or money order before doing any work). If you receive an email purporting to be from Leidos that asks for payment‑related information or any other personal information (e.g.,…