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Job description

This is an exciting opportunity to join our Service Desk as a Service Desk Analyst providing 1st level IT support services to our Managed Security Service customers.
Working within our Security Operations Centre in our Leeds office, you will be our first point of contact with our customers for managing Security Incidents, Service Incidents, Service Requests and supporting the Change Management process.

What you'll be doing

  • Respond to customer requests for IT services (including incidents, queries and service requests) in a timely, polite and efficient way, ensuring adherence to Service Level Agreements
  • Log, analyse and resolve 1st line support calls, undertaking incident triage and assignment to the relevant support group
  • Build strong, positive relationships with users to enhance the level of service provided
  • Take ownership for incidents and requests throughout the lifecycle, including initial logging, updating, and resolving
  • Obtain updates on progress from the other support groups where required
  • Identify incidents that are business critical quickly, and escalate the issue to the Team Leader
  • Provide Ticket Management for the resolver groups, keeping a focus on SLA Attainment
  • Take ownership of the Incident Closure process in line with ITIL Incident Management
  • Champion and drive the change management process alongside the Head of Support
  • Work alongside international colleagues to ensure a smooth handover between timezones

What we're looking for

  • Previous experience in an office environment
  • Excellent customer service skills
  • Ability to work within teams and on own
  • Good understanding of ITIL processes
  • Experience of administering a Microsoft Windows 2012/2016 AD environment
  • Exposure to the Linux operating system
  • Experience of any ITSM toolset
  • Willing to work on shifting schedule including holidays and weekends

About BAE Systems Applied Intelligence
We use our intelligence-led insights to help defend Governments, Nations and Societies from cyber-attacks and financial crime. Our customers depend on our evolving capabilities to help them safely grow their organisations. Our unprecedented access to threat intelligence, world-leading analysts and market-leading technology means we can help them to adapt, evolve and stay ahead of the criminals.
Division overview: Capabilities
At BAE Systems Applied Intelligence, we pride ourselves in being a leader in the cyber defence industry, and Capabilities is the engine that keeps the business moving forward. It is the largest area of Applied Intelligence, containing our Engineering, Consulting and Project Management teams that design and implement the defence solutions and digital transformation projects that make us a globally recognised brand in both the public and private sector.
As a member of the Capabilities team, you will be creating and managing the solutions that earn us our place in an ever changing digital world. We all have a role to play in defending our clients, and this is yours.

Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential. We also welcome discussions about flexible working.
Job Sector
IT & Telecoms
Job Position
Service Desk
Leeds, UK Show on map
Post date
Closing date

How would you fit?

Learn more about BAE Systems

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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