Service Desk Analyst

Job Description

Reporting into the Service Delivery Manager for a project in the Cyber space,this role's primary focus is to maintain the smooth operation of multi-user computer systems, including coordination with network administrators. We have an opportunity for a Service Desk Analyst witha range of experience, including:

• ProvidingLevel 1 hardware, software, telephony and peripheral products support to end users
• Facilitatingthe efficient and productive use of equipment and systems
• Usingthe computerised call tracking system to monitor and act on service calls referred to provide documented solutions to hardware and software supportcalls
• Contributingto the development of procedural and instructional documentation forreference by end users to improve their understanding of the operational protocols inuse
• Experience troubleshooting complex customer issues and escalating to second level teams for both Leidos and the commonwealth where necessary
• Maintaining IT documentation including network and user details and documenting records of actions taken
• Availabilityto work various shifts (7AM to 7PM), including OT as required
• Ability to create, update and maintain technical documentation.

Qualifications

A can-do approach to your work, ideally you will have experience in:

• ITIL - Change, Incident and Problem Management
• Experience using a service management tool such as Service Now or HB Service Manager
• Experience providing support in a level 1 and 2 support service desk role
• Customer service
• Windows admin, including Active Directory
• Experience with Tanium, AWS, Exchange
• Definingproblems, collecting data, establishing facts, drawing valid conclusions and preparingappropriate reports
• Detecting, isolatingand resolving automated information system problems
• Providing support onsite across different locations within Canberra.

Additional Information

At Leidos we look after our staff. Flexible working practices, great team building initiatives, consistent learning and development opportunities, employee discounts and excellent exposure to a variety of technologies and projects are just some of the perks. We are growing and evolving,so it’s an exciting place to be.

Our diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.