Service Desk Analyst

Company Description
**Introductions**

Every person at Leidos plays an important and valued role bringing science, engineering and technology together to produce practical solutions for our customers’ most complex problems. It’s how we help to make the world safer, healthier and more efficient - work that matters and a mission, like those of our customers, we are passionate about. We’re open minded, ambitious and committed to enabling our people to do their best work, to be inspired by what they can achieve and the impact they can have.

Here in Australia, we’re agile and growing fast. Our 1,400 employees are busy building an enviable reputation for innovation and delivery. And, as part of a US-based organisation with 37,000 people and a 50 year history, we are able to draw upon world-leading technical expertise to help us provide the best solutions to our customers.

**Job Description**:
**Your New Role**

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 with a range of experience, including:

- Providing Level 1 hardware, software, telephony and peripheral products support to end users
- Facilitating the efficient and productive use of equipment and systems
- Using the computerised call tracking system to monitor and act on service calls referred to provide documented solutions to hardware and software support calls
- Contributing to the development of procedural and instructional documentation for reference by end users to improve their understanding of the operational protocols in use
- 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
- Availability to work between 7am and 7pm, including OT as required
- Ability to create, update and maintain technical documentation.

**_ Please note the successful applicant must be an Australian citizen hold a current NV-1 or NV-2 level Australian Government Security Clearance._**

**Qualifications**:
**About You and What You'll Bring**

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
- Defining problems, collecting data, establishing facts, drawing valid conclusions and preparing appropriate reports
- Detecting, isolating and resolving automated information system problems
- Providing support onsite across different locations within Canberra.

Additional Information
**What You'll Love**

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.