Technical Support Specialist
3 weeks ago
IT Service Desk Coordinator
Are you interested in joining a dedicated Service Desk support team? Do you aspire to contribute to a dynamic operational support environment?
Our commitment to excellence is rooted in our dedication to our clients, our workforce, and the communities we serve. Our guiding principles and values shape our business practices. The essence of our culture at Leidos is encapsulated in our Values, Beliefs, and Expectations, which inform our hiring, recognition, and reward processes. These elements foster an atmosphere that propels us toward our objectives.
We are driven by a passion for customer satisfaction, striving to comprehend and address our clients' requirements as if they were our own.
Together as a team, we are united by our belief that ethics and integrity are fundamental to our operations.
Leidos stands as a global leader in science and technology solutions, tackling some of the most pressing challenges in defense, intelligence, homeland security, civil services, and healthcare. Our workforce of 33,000 professionals supports critical missions for both governmental and commercial entities. Candidates must be prepared to undergo security clearance processes and maintain such clearance.
Key Responsibilities:
Deliver first-line technical support in response to incidents and service requests, addressing issues related to computer systems, software, and hardware for company-supported and military-grade applications. Ensure regular and precise updates on ticket progress within an internal service desk system, maintaining high standards of IT support for all users. Engage with users through various channels, including in-person interactions, phone calls, emails, and formal ticketing systems. Appropriately categorize and escalate issues that exceed first-line support capabilities to the relevant second-line resolver teams, whether internal or external. Utilize your expertise to conduct fault-finding and troubleshooting activities efficiently. Uphold a high level of customer satisfaction by responding promptly and professionally to all client inquiries and escalations, while fostering positive relationships with all business partners and service providers. Demonstrate effective time management skills, prioritizing tasks on short notice with minimal supervision. Continuously monitor and assess support workloads to ensure timely and effective support for applications and hosted environments in alignment with business priorities. This position requires candidates to work on-site full-time, with no option for remote work. 7.5-hour daily shifts will be scheduled.Required Skills:
Previous experience in a service desk environment is preferred. Proficient IT skills, with a solid understanding of Microsoft applications. Strong customer service abilities, ensuring exceptional support for all users. Capacity to manage and prioritize tasks in a fast-paced setting. Personal accountability for actions and follow-through to completion. Excellent communication skills, both written and verbal. Ability to perform under pressure in an operational context. Familiarity with ServiceNow and Jira Service Desk is advantageous.What We Offer:
At Leidos, we are dedicated to customer success, teamwork, and making a positive impact. We provide meaningful career opportunities, a collaborative culture, and support for your professional aspirations, all while promoting a healthy work-life balance.
Our employment package is designed to attract, develop, and retain top talent. Our 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)
Commitment to Diversity:
We welcome applications from all segments of the community and are dedicated to fostering a truly diverse and inclusive culture. We promote a sense of belonging, welcoming diverse perspectives and contributions, and ensuring equal access to opportunities and resources for everyone. If you require any accommodations during the application and selection process, please inform us, and we will respond in a manner that best meets your needs.
About Us:
Leidos UK & EUROPE – we strive to enhance safety, health, and efficiency through technology, engineering, and science.
Leidos is an expanding organization delivering innovative technology and solutions aimed at safeguarding critical capabilities and transforming frontline services. Our work in the United Kingdom addresses some of the most intricate challenges in defense, healthcare, government, safety and security, and transportation.
What Sets Us Apart:
Purpose: At Leidos, you can leverage your passion and skills to protect those you care about. We are at the forefront of advancements in machine learning, AI, cybersecurity, and solutions. Your expertise can contribute to building a safer world.
Collaboration: We prioritize flexibility in the workplace, empowering you to be part of our exceptional team. We have long enabled our employees to work flexibly, whether from home, the office, or customer sites, providing the necessary digital tools to work smarter and align our needs with yours.
People: Leidos encourages individuals from all backgrounds to be themselves and offers resources for skill development. We believe that extraordinary individuals deserve opportunities for growth and to inspire others. We invest in technical academies, career rotations, and development plans that enhance your future.
Pay Range:
The pay range for this position serves as a general guideline and does not guarantee compensation or salary. Various factors are considered in extending an offer, including job responsibilities, education, experience, knowledge, skills, and abilities, as well as internal equity, market alignment, applicable bargaining agreements, or other legal considerations.
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