IT Support and Service Desk Operator

3 weeks ago

Havant Hampshire, United Kingdom Lockheed Martin Full time

About the Role We have an excellent opportunity for a Service Desk Analyst to join our Service Management team based on site at Havant. You'll be working on a 365 shift rota monitoring and maintaining computer systems and networks.

Ensuring that the Service Desk management tool is updated at each stage of the lifecycle of an incident.
Proactively monitoring our extensive estate of servers, using event management systems and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
Liaising with specialist support teams.
Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service
Produce management reports from ITSM data
Performing or arranging software rebuilds following system failure.
Supporting the deployment of software configurations.
Support of a 24/7 shift pattern, including accurate time keeping and required to support shift cover

Where required support the Senior Operations Engineer with Ad-hoc activities including:
Deputising for the Senior Operations Engineer as and when required
Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised and managed
Reviewing calls for quality to ensure the level of service delivered is of a consistently high quality
Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first point of contact cutting down disruption to users and enhancing customer satisfaction
Identifying continual service improvement opportunities

The role will not be authorized to provide services to or by Lockheed Martin UK, which are directly related to business development, acquisition, or sales efforts for a Lockheed Martin UK customer or potential customer. Contractor/Agency to be responsible for maintaining adequate liability insurance, certifications, accreditations, and training required to perform their tasks.

Experience working on a 24X7 Service Desk, in a high availability environment and/or ability to demonstrate previous experience of delivering customer facing support in other industries.
Experience of writing and implementing policies and procedures.
Relevant ITIL qualifications
Experience with any of the following technologies is preferred (however training is provided where required)
Service Management toolsets (ServiceNow/Hornbill/Remedy)
A knowledge of Unix, Linux, command line environments, Windows OS, Active Directory
And understanding of Networking, firewalls, network monitoring tools.

Lockheed Martin UK is a leading prime contractor and systems integrator responsible for a wide portfolio of high technology programmes, complex integration, training and through-life support, spanning the defence and civil sectors. The LMUK business, a leading provider of systems engineering, software development and complex programme management for global security, cyber, civil and commercial markets.

Diversity and inclusion are fundamental to our culture and reflect our values of doing what's right, respecting others and performing with excellence. We know that diversity of thought leads to better solutions for our customers. In addition, we are committed to inclusion of all individuals and will make reasonable adjustments to our applications process.

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