Description
Service Desk Analyst
Clearance: High-level of Security Clearance Required (SC/DV)
Location: Full-time on-site (Huntingdon, Cambridgeshire)
UNLEASH YOUR POTENTIAL
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. https://www.leidos.com/company/global/uk-europe
Leidos Innovations UK Ltd is seeking a Service Desk Analyst to join the service operations team to support systems within the Defence Intelligence. This role offers a highly skilled and motivated person an exciting opportunity to join the Defence Intelligence Service Operations Team during a time of major change and technology advancements.
Are you ready for your next challenge?
We are looking for a highly capable service desk analyst to assess and optimise the performance of our end-user IT systems and software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel.
To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance.
YOUR ROLE AND RESPONSIBILITIES :
The Service Desk Analyst will be responsible and have: -
Testing and analysing IT system and software performance.
Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
Prioritising and resolving IT concerns and escalating serious issues to relevant stakeholders.
Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
Preparing training manuals and FAQ materials for easy-access end-user guidance.
Documenting processes and maintaining service desk records.
Making recommendations to optimise IT performance and to prevent future problems.
Keeping informed of advancements in IT.
The ability to write coherent, concise, and Knowledge based articles.
The ability to work under pressure and to deadlines, with a flexible and pragmatic approach.
Experience of working in a matrix management environment.
Awareness and understanding of Change, Problem and Incident Management, maintaining Service Levels, ITSCM and Business Continuity and Disaster Recovery.
Experience managing the provision of complex IT services against SLAs, including customer liaison management at all levels.
Experience in reporting and analysing data to identify trends
Able to work with various internal and external parties on the service desk dealing with incidents and requests in a complex environment with multiple partners operating in 2nd and 3rd support tiers providing ITIL processes for our clients.
Experience in first line applications support and liaising with internal departments and suppliers
Able to work as part of a team.
ITIL3/4 Foundation Level minimum
Candidate Requirements:
A knowledge and understanding of ITIL functions, principles and processes.
Technical knowledge with an ability to provide a first-time fix resolution.
Experience in an MOD environment.
Excellent verbal and written communication skills.
DV Cleared.
Clearance: High-level: DV - optional SC
Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your CV with us today!
What 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
Private Medical Insurance
33 days Annual Leave (including public and privilege holidays)
Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
Flexi-TIme
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.
Who We Are:
Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.
Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.
What Makes Us Different:
Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.
Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.
People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.
If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
£32,600.00-£38,400.00
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.
About Leidos
Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.
Securing Your Data
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 (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Non-Discrimination
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.
