Service Operations Analyst- Fixed Term Contract

Leidos ,
Coventry, West Midlands
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Overview

Job Description

: Leidos are a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation. Due to business growth we are setting up a new team to support a Highways Operations programme and deliver a 24/7 service. The team is comprised of Service Operations Analysts who are the main points of contact for the client's end users. They will be multi skilled and deliver the front line Service Desk Service. These Analysts form the team that is the first line interaction point for the client seeking resolution, they will be dealing with both the client and their suppliers to address issues and requests on the Charm service. Please note that these positions are initially for a 12 month period which we expect to be extendable. Due to the 24/7 nature of the role a 28% allowance will be paid for working 12 hour shifts. CANDIDATES MUST BE UK RESIDENTS IN ORDER TO APPLY AND ABLE TO ACHIEVE FULL BPSS CLEARANCE OR HIGHER Job Purpose: * The issues and requests are assessed and then assigned to a number of resolver teams, both internal and external, to seek resolution and closure. The team will also act as the first line resolver groups. * The Analysts will be required to deliver a number of ITIL processes in a professional manner * Develop an in-depth understanding of the client's business and the service that Leidos delivers. * The Analysts are responsible for delivering their service operations in line with SLA requirements. * There will be an opportunity to develop the skills required to progress within the team. Main Duties and Responsibilities: * Be a part of the team delivering a professional and effective 24 hour service desk capability, handling calls and contacts for incident resolution and request fulfilment within SLA. * Provide high quality end user support following standard operating procedures * Follow processes for Incident, Request, Event, Asset and Access management through use of Standard Operating Procedures ensuring a consistent approach is taken to each customer interaction. * Support testing and delivery of new services and clients as the business develops * Work on a development programme focusing on development goals and career path. * Develop and maintain excellent working relationships with all involved parties of the Charm programme, end users, suppliers and internal departments * Drive forward resolution on interdependent issues affecting the services delivered by our client. * Provide high quality communication to stakeholders at all levels, both written and verbal, that clearly explain key issues and events affecting the client's services delivered. Minimum Qualification/Education Level: * Experience in working on a service desk dealing with incidents and requests in a complex environment with multiple partners operating in 2nd and 3rd support tiers providing ITIL processes for our clients. * As a preference hold a qualification in ITIL Foundation. Specialising in Service Operations at an Intermediate or higher level would be an advantage. * Experience of utilising an ITSM tool * Experience in first line applications support and liaising with internal departments and suppliers. * Possess or be able to obtain BPSS clearance or higher What do we do for you? We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance. We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes: * Contributory Pension Scheme * Private Medical Insurance * 33 days Annual Leave (including public and privilege holidays) * Access to Flexible benefits (including life assurance, health schemes, and cycle to work scheme) External Referral Bonus:Ineligible Potential for Telework: No Clearance Level Required: Secret Travel: No Scheduled Weekly Hours: 37.5 Shift: Day Requisition Category: Professional Job Family: Customer Support

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