Service Desk Analyst

Service Desk Analyst

Programme Name: LCST

Primary location: On-site at Emersons Green, Bristol, with occasional remote working opportunities.

Working hours: Monday to Friday, 08:00 - 17:00, scheduled shifts.

Role Overview:

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.
• Respond to user interactions via multiple channels: face to face, telephone, email, and ticketing systems.
• Diagnose and resolve technical issues through effective fault finding and troubleshooting within agreed timeframes.
• When issues fall outside 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 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.

Skills Required:

• 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 high standards 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 written and verbal communication skills
• Solid IT literacy, including 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

Clearance Requirements:

• BPSS pre screening required to start
• SC required for the role
• Must hold or be eligible to apply for SC clearance

Benefits:

• Contributory pension scheme
• Private medical insurance
• 33 days annual leave (including public and privileged holidays)
• Access to flexible benefits (life assurance, health schemes, gym memberships, annual buy and sell holidays, cycle to work scheme)
• Flexible working scheme

Pay Range:

£24,900.00 - £29,300.00

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.