Service Desk Analyst

Location: Whiteley, Fareham

Working Pattern: Shift rotation covering 08:00 to 18:00

The Role:

We are looking for a customer-focused Service Desk Analyst to join our UK & EMEAI CIO IT Service Desk.

You will act as a central point of contact between users and IT Services, managing incidents and service requests from initial contact through to resolution. You will provide first-line technical support across hardware, software, network, remote-access and telecommunications systems, aiming to achieve a first-time fix wherever possible.

Where an issue cannot be resolved at first contact, you will ensure it is accurately classified, escalated and managed within the relevant service-level agreement, while keeping users informed throughout.

What will I be doing?

• Respond to user enquiries received by telephone, chat, email and automated ticketing channels.
• Accurately log all incidents and service requests within the ticket-management system.
• Take ownership of assigned tickets, ensuring they are monitored, tracked and updated throughout their lifecycle.
• Assess and classify tickets to determine their priority, urgency and applicable service-level agreement.
• Investigate and diagnose technical issues using remote-management tools, user questioning and historical ticket records.
• Resolve incidents through permanent fixes, documented workarounds or established support processes.
• Complete service requests in line with standard work instructions and procedures.
• Escalate more complex issues to the appropriate technical specialists or support teams.
• Monitor tickets against agreed service levels and highlight potential breaches to Service Desk management.
• Provide users with regular, clear updates on the status and progress of their requests.
• Monitor the Service Desk mailbox and unassigned queue, ensuring requests are actioned promptly.
• Provide remote support to users, including VPN and remote-access issues.
• Support Microsoft operating systems, Microsoft Office applications, mobile devices and relevant network environments.
• Identify recurring issues and alert management to patterns or emerging service problems.
• Produce system alerts and outage communications for the user community when required.
• Create, review and maintain Service Desk documentation, processes and procedures.
• Undertake additional activities reasonably required by Service Desk management.

What does Leidos need from me?

• Experience providing first-line IT or Service Desk support.
• Working knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft Outlook and the wider Microsoft Office suite.
• Strong troubleshooting and problem-determination skills.
• Ability to investigate technical issues methodically and use initiative to identify solutions.
• Basic understanding of network infrastructure and system components.
• Excellent written and verbal communication skills.
• Strong telephone manner and active listening skills.
• A demonstrable commitment to delivering a high standard of customer service.
• Ability to manage competing priorities and work within agreed service levels.
• A positive, self-motivated and flexible approach.
• Willingness to learn and develop technical knowledge.
• Ability to work effectively both independently and as part of a team.

Desirable Skills and Experience

• Previous experience in a technical Service Desk or IT support environment.
• IT service-management experience and familiarity with ITIL principles.
• Experience supporting VPN and remote-access services.
• Experience supporting mobile devices.
• Knowledge of wired and wireless networking environments.
• Experience using ticket-management and remote-support tools.
• Strong organisational and time-management skills.

What We Offer

You will join a collaborative environment where you can build your technical capability and develop your career. Ongoing training and support will be provided to encourage continued technical growth and development.

Clearance Requirements:

BPSS Screening to start
UK SC Required for role

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)
• Flexi-Time 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.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

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.