Service Desk Analyst
We are currently recruiting for a Service Desk Analyst to join our busy team in Hampshire on a permanent basis. Supporting our Service Desk Function, you will be the single point of contact for end-users and assist our clients in the resolution of IT problems.
THE ROLE YOU WILL PLAY
You will provide first and second line technical support on a global scale to a number of our Security & Defence clients. Using your exceptional communication skills, you will deal with a range of incidents, requests and problems. You will undertake analysis, diagnosis and proactively drive incidents through to effective resolution. Leidos strives to be a recognized global leader in solving important problems in national, security, health and infrastructure. What you do, where you work, and who’s on your team are important. After all, you spend a lot of your time and energy at work. Leidos employees are smart people focused on solving the world's most-daunting challenges. The work requires insight, ingenuity, and commitment to the field
Technical Skills and knowledge –
•It is important you possess a good working knowledge of Microsoft operating platforms including cloud-based services -
•Windows Server 2012 r2, Skype, Exchange 2010 and above, Windows 7 and 10 desktop operating systems.
•WAN and LAN hardware knowledge and basic configuration/faultfinding.
•Understanding and experience of VPN connection, management, installation and configuration
•Ideally you will hold some or all of the following qualifications – Microsoft MTA or MCSA; Juniper; and Dell.
•Soft and personal skills
•Good interpersonal skills and the ability to engage with different levels of users effectively.
•Pragmatic and proactive approach to ticket resolution
•Emphatic to end users and able to communicate in both technical and non-technical terms
•A good understanding of ITIL and the Service Operations processes and procedures
•You will be able to demonstrate an understanding of ITIL processes and their importance in a support environment with specific consideration for incident, problem, change and release management. You will have experience of Virtualisation (e.g. VMware, MS Hyper-V) and Enterprise Storage (e.g. Netapp, Dell Compellent).