IT Support Professional
2 weeks ago
About the Role:
We are seeking an experienced IT Support Professional to join our team in our Glasgow office.
Your Key Responsibilities:
- Deliver a professional and effective first-line service desk capability, handling calls and contacts for incident resolution and request fulfilment within Service Levels and Agreements (SLAs).
- Provide high-quality communication to stakeholders at all levels, ensuring timely updates and information sharing.
- Escalate and work with 2nd/3rd Line Support Engineering Teams when necessary, collaborating on complex issues.
- Ensure 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, maintaining accurate knowledge bases for customer-facing and internal use.
- Produce daily, weekly, and monthly reporting, highlighting key performance indicators and areas for improvement.
- Foster excellent working relationships with internal departments and external suppliers, developing a deep understanding of software applications used within the Service Desk.
About You:
We are looking for an experienced IT Support Professional with a proven track record in delivering first-line support services. Your expertise will enable you to excel in this role, applying your skills and knowledge to drive success.
Requirements:
- 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 clients.
- Proficiency in utilizing an IT Service Management (ITSM) tool.
- First-line support experience, liaising with internal departments and 3rd-party suppliers.
- BPSS clearance or higher is required, with the ability to obtain further clearance for the role as needed.
What We Offer:
At Leidos, we offer a dynamic and supportive work environment, empowering our people to grow and develop their careers. Our benefits package includes a contributory pension scheme, private medical insurance, 33 days annual leave, and access to flexible benefits such as life assurance, health schemes, gym memberships, and an annual buy and sell holiday scheme.
About Leidos:
Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering, and science. With a focus on addressing complex problems in defence, healthcare, government, safety, and security, transportation, and other critical areas, we empower our people to inspire change and make a lasting impact.
Salary Range:
The estimated salary range for this position is £28,000-£40,000 per annum, depending on experience and qualifications.
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