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    IT Service Service Desk Support Technician - United Kingdom - Lockheed Martin

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    Description

    We have an excellent opportunity for a Service Desk Analyst to join our Service Management team based on site at Havant.

    You'll be working on a 365 shift rota monitoring and maintaining computer systems and networks.
    Ensuring that the Service Desk management tool is updated at each stage of the lifecycle of an incident.

    Proactively monitoring our extensive estate of servers, using event management systems and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.

    Liaising with specialist support teams.
    Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service
    Produce management reports from ITSM data
    Performing or arranging software rebuilds following system failure.
    Supporting the deployment of software configurations.
    Support of a 24/7 shift pattern, including accurate time keeping and required to support shift cover

    Where required support the Senior Operations Engineer with Ad-hoc activities including:
    Deputising for the Senior Operations Engineer as and when required
    Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised and managed
    Reviewing calls for quality to ensure the level of service delivered is of a consistently high quality
    Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first point of contact cutting down disruption to users and enhancing customer satisfaction
    Identifying continual service improvement opportunities

    The role will not be authorized to provide services to or by Lockheed Martin UK, which are directly related to business development, acquisition, or sales efforts for a Lockheed Martin UK customer or potential customer.

    Contractor/Agency to be responsible for maintaining adequate liability insurance, certifications, accreditations, and training required to perform their tasks.

    Experience working on a 24X7 Service Desk, in a high availability environment and/or ability to demonstrate previous experience of delivering customer facing support in other industries.

    Experience of writing and implementing policies and procedures.
    Relevant ITIL qualifications
    Experience with any of the following technologies is preferred (however training is provided where required)
    Service Management toolsets (ServiceNow/Hornbill/Remedy)
    A knowledge of Unix, Linux, command line environments, Windows OS, Active Directory
    And understanding of Networking, firewalls, network monitoring tools.

    Lockheed Martin Rotary and Mission Systems (RMS) provides systems engineering, software development, training solutions and complex program management for global security, civil and commercial markets.

    Simply stated, our mission is to be the world's leading global security and aerospace company.

    To achieve this mission, RMS draws on its core capabilities in advanced platforms and weapons, C4ISR, global sustainment, training and sensors.

    Diversity and inclusion are fundamental to our culture and reflect our values of doing what's right, respecting others and performing with excellence.

    We know that diversity of thought leads to better solutions for our customers. In addition, we are committed to inclusion of all individuals and will make reasonable adjustments to our applications process.

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