1st Line Support Analyst

1st Line Support Analyst

Location: Glasgow

Looking for an opportunity to make an impact?...

The Role: We are in search of a 1st Line Support Analyst to join the team in our Glasgow office.

Main Duties and Responsibilities:

• Be a part of the team delivering a professional and effective 1st line service desk capability
• Handling calls and contacts for incident resolution and request fulfilment within SLA's
• Provide high quality communication to stakeholders at all levels
• Ensuring that Incidents and Service Requests are responded to within Service Levels and keep customers informed
• Escalating and working with 2nd/3rd Line Support Engineering Teams when appropriate
• Providing telephone support to customers in a professional, knowledgeable manner
• Ensuring all faults are logged and assigned to the correct team
• Proactively monitoring Incidents for trends and potential Problem Records
• Update the Service Desk documentation for new processes and procedures
• Producing both customer-facing and internal knowledge base documentation
• Actively participating in Continual Service Improvement Activities in order to add value
• Understanding of the Major Incident Management process
• Understanding of Change Management process
• Provide daily, weekly & monthly reporting
• Work on a development programme focusing on career path
• Develop and maintain excellent working relationships
• Develop an understanding of the software applications used within the Service Desk

Experience Required:

• Experience in working on a service desk dealing with incidents and requests in a multi customer environment with multiple partners triaging to 2nd and 3rd support tiers providing ITIL processes for our clients
• Experience of utilising an ITSM tool
• Experience in first line support and liaising with internal departments and 3rd party suppliers.
• Possess or be able to obtain BPSS clearance or higher

You Might Also Have:

• As a preference hold a qualification in ITIL Foundation
• Understanding of active directory would be beneficial

Clearance Required:

• Clearance to Start BPSS
• Clearance for Role SC

Location: This role requires onsite presence at our Skypark office in Glasgow, UK. Some remote working available.

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

• Dynamic 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.

Original Posting Date:2024-11-14

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.