Service Desk Analyst

Description

Programme Name: LCST

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

Working hours: Monday to Friday, between 08:00 – 17:00, based on 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, 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 time frames.
• 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.

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 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 Service Now 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

Pay Range: £24,900.00 – £29,300.00

Benefits include:

• 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

Leidos will not ask for payment‑related information during any part of the application process.

We welcome applications from all parts of the community and are committed to a truly diverse and inclusive culture. We provide equal access to opportunities and reasonable adjustments for applicants with disabilities.

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.