Service Desk Operations Specialist

2 months ago

London, Greater London, United Kingdom Lockheed Martin Full time

Job Summary:

Lockheed Martin is seeking a highly skilled Service Desk Analyst to join our 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 to ensure 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, emails, and other correspondence in a timely and professional manner.
  • Assess and prioritize faults, following established procedures and diagrams for incident resolution.
  • Liaise with specialist support teams to ensure timely incident resolution and minimize downtime.
  • 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 detailed analysis and recommendations for improvement.
  • Manage the response of 3rd party suppliers, performing or arranging software rebuilds following system failure.
  • Support the deployment of software configurations and provide at-desk training for new staff, ensuring a smooth onboarding process.
  • Ensure the Service Desk management tool is consistently updated throughout incident lifecycles, providing real-time visibility and insights.

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 knowledge of networking, firewalls, and network monitoring tools.
  • Excellent communication and interpersonal skills, with the ability to work effectively in a team environment and provide exceptional customer service.
  • Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective resolutions.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.

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 values and respects the contributions of all employees.

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