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Job Details

Service Desk Analyst ( R-00072288 )

Customer Service




Bristol, Bristol, United Kingdom


Job Description:


Are you ready for your next career challenge?

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.

If this sounds like the kind of environment where you can thrive, keep reading!

Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission.

Inspired to make a difference, we are committed to solving the world’s toughest problems.

Passionate about customer success by being determined to understand and respond to our customers’ needs as if they were our own.

United as a team, we are bound together by our conviction that ethics and integrity is core to how we operate.

Role overview

Responsible for providing first line technical assistance to customers, relating to both company-supported and military specification computer applications and platforms. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Ensures that customers are satisfied with the response and that it meets their quality expectations.

  • Log and track service desk interactions in service management tool

  • Triage technical issues

  • for optimal problem resolution

  • Redirect problems to proper resource

  • Identify and escalate situations requiring urgent attention

  • Track and route problems and requests and document resolutions

  • Prepare activity reports

  • Inform management of recurring problems

  • Provide first line customer support in response to incidents and requests. Support includes technical assistance for issues related to computer systems, software, and hardware to include company-supported and military specification computer applications and platforms.

  • Effective time management, capable of prioritising work at short notice with little or no additional support and working unsupervised.

  • The identification and monitoring of conflicts in priorities, and proposals for resolution, for discussion with the Leidos Service

  • Continuous identification and monitoring of support workload, to ensure application and hosted environments are supported in a timely and effective manner, in accordance with business priorities.

  • Proactive administration for each of Team Leidos environments to ensure optimum performance, reliability and security.

  • Maintain a professional relationship with all Team Leidos business partners and other core service providers

  • There will be out of normal office hours working, and travel to other offices, from time to time.

  • Regular and accurate maintenance of ticket progress information on an internal service desk system, this includes updating every ticket assigned to you on a daily basis to ensure all users receive high level of IT support.

  • Peer review and ensure own work is peer reviewed as appropriate.

  • Carry out such other duties and take on additional responsibilities as may be agreed from time to time.

  • Respond to interactions either in person, over the phone, via e-mail, and/or through formal ticketing systems.

  • Where the customer issue extends beyond first line support remit, correctly categorize and route the interaction to the appropriate second line resolver team, both inside and outside the company

  • Write end-user training manuals, guides, and FAQ documents.

  • Maintain daily performance of computer systems.

  • Install, modify, and repair Windows-based desktop and laptop computer hardware and software.

  • Work with hardware and software vendors to resolve end-user problems.

  • Run diagnostic programs to resolve problems.

  • Able to diagnose and resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

  • Install computer peripherals for end-users.

  • Use available knowledge base to answer problems and questions

  • Follow standard service desk procedures

Skills Required

  • Degree (or equivalent) in Computer Science or related discipline. Relevant experience may substitute for the degree requirement on a year for year basis.

  • Working knowledge of fundamental operations of relevant software, hardware and other equipment

  • Experience with IT service management tools or a similar ticket system a plus

Skills Desired

  • Knowledge and experience of customer service practices

  • Knowledge of ITIL service management methodology is advantageous

  • Related experience and training in troubleshooting and providing IT service desk support

  • Experience working with Jira and Confluence

What do 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, childcare vouchers and cycle to work scheme)

• Dynamic Working:

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.

Pay Range: