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Service Desk Operator

Job Description We’re looking for Service Desk Operators to join the our team in Bristol in the Cyber division of Leonardo What will you be doing? This is an exciting position where new employees can start or expand their career in IT. Working as part of a team, you will share our values and have an interest in working with the latest technologies to provide exceptional customer service in support of our clients. As part of the Service Operations Team you will maintain the 24/7 service desk capability providing 1st Line support. You will be joining our highly skilled team within the Cyber Security Division. This is a great opportunity to bring your talents and form an integral part of Leonardo's future. We can help you develop your skills and offer great opportunities to develop and grow. What is the cyber division at Leonardo? The Cyber Security Division is a pivotal innovator, supplying safety through technology, to provide our customers with more efficient, safe and secure products and services, whatever their requirements. Cyber Security is a world leader in safety-through-technology, providing tailored solutions for customers in public administration, public safety and security, critical infrastructure, services, transport, large companies, post and logistics. Cyber Security (UK) is at the forefront of supplying technology and services for both civil and defence markets, in both the UK and around the world, to enhance the capabilities of its Customers. Leonardo's Cyber Security Division delivers a full range of systems and solutions for complex and mission critical environments where the security of systems and facilities are paramount. Leonardo is ISO 27001 accredited and NCSC certified. Key Responsibility Areas You will be the first point of contact for all customer and user support requests. This is a central role that supports the full ITIL process flow, which includes an extensive range of services and stakeholders, in a fast-paced challenging environment. You will be required to provide customer support, service and technical support through analysis and incident resolution. The successful candidate must be proactive and diligent with a good technical understanding. Your key responsibility areas will include: •Logging all relevant Incident and Service Request details initiated by phone, email or web portal, allocating categorisation and prioritisation codes,. •Providing First-line investigation and diagnosis, resolving if possible. •Escalating Incidents/Service Requests to support teams when required to ensure resolution within agreed timescales. •Communicating with users - keeping them informed of Incident progress, notifying them of impending changes. •Liaising with the customer to co-ordinate closure of resolved Incidents, requests and other calls. •Updating the Configuration Management System (CMS) under appropriate direction and approval. •Developing processes and procedures across the facility following a continuous improvement approach. •Supporting the maintenance of the Service Catalogue in conjunction with the Operations Manager. •Reporting against key metrics and providing data for the production of management reports. How will we support you? We offer fantastic opportunities for learning, development and professional growth. As a team, we dedicate time to research projects and encourage our specialists to get involved in the InfoSec community in Bristol and beyond, promoting sharing and constant development. We want to support you and encourage you to fulfil your potential through: •Flex-leave schemes: We offer our employees the time and flexibility they need to enjoy a balanced life •Annual leave: We offer 25 days holiday plus 8 bank holidays •Supportive relocation package: to make your move to Bristol even more attractive •Award-winning pension scheme: Our multi-award-winning pension scheme includes generous employer contribution •Employee discount schemes: We offer you and your family an attractive range of discounts from retail and cinema to hotel bookings and vehicles benefits •Reserve Forces: We provide positive support to the Reserve Forces and allow employees who are Reservists to take additional time off •Free parking: This is available on or near all our sites •Salary sacrifice schemes including childcare voucher scheme: We encourage working parents to save money on childcare by offering them several advantageous facilities and vouchers •Career break: Where appropriate, we support our employees in pursuing other interests outside the workplace To find out about all of our Company benefits please visit: Skills, Qualifications & Knowledge Required We’re looking for somebody that has: •Related qualification such as BTEC (Edexcel) National Certificate and Diploma for IT Practitioners. •ITIL Foundation Level (v3 or v4). •Experience of working within technically complex environments or on a project with multiple participants. •Experience of IT service management best practices such. •Technical Skills •Experience in an IT support role •Familiar with Windows and Linux Server architectures •Active Directory Management •Centralised Anti-Virus management. •Ability to attain SC clearance (minimum) Essential Skills •Must be able to interpret customer issues in order to resolve or escalate as appropriate, in line with corporate standards, service levels and departmental work instructions, to ensure minimal disruption to users. •Must be able to demonstrate a basic ability to determine best use of technology in order to resolve issues in an efficient and effective way. •Must be able to demonstrate basic interpersonal and communication skills (both oral and written), ideally with experience of liaising with both technical and nontechnical audiences. •Must be able to demonstrate an ability to work within a team and to prioritise workloads to ensure deadlines are met with minimal supervision. •Must be able to provide an efficient and effective 1st Line technical support service, whilst building trust and inspiring confidence with all users. •Must be capable of communicating clearly with team members. If that sounds like you, please apply at:
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