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Service Desk Operations Specialist
2 months ago
Role Summary
Lockheed Martin is seeking a highly skilled Service Desk Analyst to join our dynamic team. As a Service Desk Analyst, you will play a critical role in maintaining our cutting-edge computer systems and networks, troubleshooting incidents, and supporting the deployment of new software.
Key Responsibilities
- Monitor and maintain computer systems and networks, ensuring optimal performance and availability.
- Troubleshoot complex technical issues, providing effective resolutions or escalating to specialist support teams as needed.
- Support the rollout of new software configurations, ensuring seamless integration and minimal disruption to business operations.
- Provide exceptional customer service, responding to telephone calls, handling correspondence, and completing ad-hoc tasks as delegated by the leadership team.
- Assess and prioritize faults, following established procedures and diagrams for incident resolution.
- Liaise with specialist support teams to ensure timely incident resolution and maintain effective communication channels.
- Provide competent out-of-hours support on a rotational basis, ensuring 24/7 coverage and minimal disruption to business operations.
- Produce regular internal and customer reports on incident status, providing valuable insights and metrics for process improvement.
- Manage the response of 3rd party suppliers and perform or arrange software rebuilds following system failure, ensuring minimal downtime and optimal system recovery.
- Support the deployment of software configurations and provide at-desk training for new staff, ensuring effective knowledge transfer and minimal disruption to business operations.
- Ensure the Service Desk management tool is consistently updated throughout incident lifecycles, maintaining accurate records and facilitating effective reporting.
Requirements and Skills
- Experience with Service Management toolsets (ServiceNow/Hornbill/Remedy) and proficiency in Tivoli Integrated Portal, Tivoli Provisioning Manager, and BigFix.
- Understanding of Oracle, Unix, Linux, Windows OS, and Active Directory, with a strong foundation in networking, firewalls, and network monitoring tools.
- Excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced, dynamic environment.
- Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective resolutions.
- Ability to work collaboratively as part of a team, with a strong focus on customer satisfaction and process improvement.
Lockheed Martin's Commitment to Diversity and Inclusion
Lockheed Martin is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. We believe that diversity of thought leads to better solutions for our customers and are committed to creating a workplace that reflects the diversity of our customers and the communities we serve.
