Service Desk Analyst

The Service Desk Analyst (1st Line Support) is responsible for delivering high-quality technical support as the first point of contact for IT-related incidents and service requests. The role requires strong customer service focus, effective troubleshooting capability, and adherence to service management processes to ensure timely resolution or escalation of issues. This position supports both standard corporate and military specification systems, ensuring operational effectiveness across all supported platforms. Main Duties and Responsibilities:

• Provide first line customer support in response to incidents and service requests, including technical assistance across computer systems, software, and hardware within company-supported and military specification environments.
• Accurately log, update, and maintain ticket progress within the internal service desk system, ensuring all assigned tickets are regularly updated and managed to a high standard.
• Respond to user interactions via multiple channels, including face-to-face, telephone, email, and formal ticketing systems.
• Diagnose and resolve technical issues through effective fault finding and troubleshooting within agreed timeframes.
• Where issues fall outside of first line support remit, correctly categorise, prioritise, and route tickets to the appropriate second line resolver group or third-party provider.
• Maintain a high level of customer satisfaction by responding to all enquiries and escalations professionally, promoting strong working relationships with Team Leidos stakeholders and service providers.
• Effectively manage workload, prioritising tasks in a dynamic environment with minimal supervision.
• Proactively monitor support workload to ensure applications and hosted environments are supported in line with business priorities and service level expectations.
• Produce and maintain end-user documentation, including training materials, user guides, and FAQ resources to support knowledge sharing and self-service.
  
  Customer Focus
• Problem Solving & Troubleshooting
• Communication & Collaboration
• Time Management & Organisation
• Accountability & Ownership
• Adaptability in Operational Environments
Desirable Skills and Experience:
• Strong customer service skills with the ability to deliver a high standard of user support
• Ability to manage and prioritise workload effectively in a fast-paced environment
• Demonstrated accountability and ownership of tasks through to completion
• Good communication skills, both written and verbal
• Solid IT literacy, including working knowledge of Microsoft applications
• Ability to work under pressure in a busy operational environment
• Previous experience within a Service Desk or IT support environment is advantageous, though not essential (full training provided)
• Familiarity with ServiceNow and/or Jira Service Management tools is desirable
• ITIL Foundation certification (or working towards) is preferred
  
  The Logistics Commodities & Services Transformation (LCST) Programme (http://https//www.leidos.com/company/global/uk-europe/LCST) for the UK Ministry of Defence is a critical effort to enhance and improve the UK's defence supply chain. The programme provides essential services such as storage and distribution for the MOD's materiel, including a global freight service and the procurement and inventory management of 70,000 commodity NATO Stock Number (NSNs).
Working together as Team Leidos we are helping to transform the UK's defence supply chain by providing an integration of a complex mixture of services, at low risk, using a modern suite of systems that will deliver one version of the truth. For the first time, the MOD will see the whole picture, as it is happening. 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., 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 .


• BPSS Pre-screening required to start
• SC required for the role
• Must hold or be eligible to apply for SC clearance
Leidos UK! Join our team and discover a culture of collaboration, innovation, diversity, trust, caring management, communication transparency, work-life balance, and overall job satisfaction... 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)
• Flexible Working Scheme, 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 .