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.
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.