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Havant

As an Technical Service desk Analyst, the primary objective of this role is to provide first time resolution 24 hours a day – 7 days a week. This will be achieved by monitoring services, troubleshooting, diagnosing and managing incidents to an effective resolution or escalating the incident to one of our specialist support teams to investigate and resolve. You will be required to work a 24/7 shift rota to support the operation and this will include out of hours support.

This is a demanding role which calls for excellent service skills, the ability to think outside of the box and to work well as part of a team. A large proportion of this role requires you to monitor and maintain computer systems and networks, diagnose incidents and support roll-outs of new software. You will be required to answer telephone calls, handle correspondence and complete ad-hoc tasks delegated to you by the leadership team.

We expect a level of understanding of the following products: Service Management tools such as Hornbill and Service Now: Tivoli Integrated Portal, Big fix; solar winds; Oracle; Java; AIX; Linux; Windows Server and clustered; firewalls; LAN / WAN.

Responsibilities

• Using the Service Desk management tool, you will create and assign incidents and Service Requests.
• Ensuring that the Service Desk management tool is updated at each stage of the lifecycle of an incident.
• Assessing and prioritising of faults.
• Monitoring our extensive estate of servers, using Tivoli management system(s) and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
• Liaison with specialist support teams.
• Follow procedures and diagrams to resolve incidents
• Provide a competent level of out-of-hours support for our customers.
• Provide regular internal and customer reports on incident status.
• Liaising and managing the response of 3rd party suppliers.
• Performing or arranging software rebuilds following system failure.
• Producing ad-hoc procedures to support task activity.
• Supporting the deployment of software configurations.
• Providing at desk training for new members of staff as required.
• Supporting customer visits to the area by demonstrating general tasks as required.

Shift work

• Operations Engineer’s work a shift pattern on a rotational basis to provide essential support to our customers. The Service desk is operational on a 24/7 basis 365 days a year. The current shift pattern consists of earlies 6am start, lates 2pm start and nights10pm start and each shift is 8 hours in length. Weekend cover is provided by extended working days on Saturday and Sunday and on call support for weekend nights

The role will not be authorized to provide services to Lockheed Martin, which are directly related to business development, acquisition, or sales efforts for a Lockheed Martin customer or potential customer. Any exception to this rule can only be granted, in advance, by the Lockheed Martin UK Ltd, Integrated Systems, Havant representative or legal counsel representative.

13887BR

Full Time

12 Months

37.5

Standard Hours

8 hour shifts earlies, lates and nights, every day of the week 365 days per year

United Kingdom (UK)

BPSS

No

At Lockheed Martin our employees come first and therefore your physical, mental and financial wellbeing matters to us. On top of working in a highly supportive, friendly, respectful environment you can expect so much more.
We are an employer in support of and offering Flexible working with the option to also work a 4 day week depending on business requirements, where you have the option of Fridays off. We offer Competitive salaries alongside a flexible holiday entitlement.
We have a Wealth of benefits available to you that can be selected through our wellbeing tool upon commencement of employment. Just a few of our amazing benefits are shown below:

• Private Medical Insurance
• Competitive Pension
• Dental
• Critical Illness
• Life Assurance
• Travel Insurance
• Employee discounts for top high street shops
• Employee Assistance Program which includes free face to face counselling sessions, Legal advice, Financial advice, etc
• Internal training and development alongside out Education assistance programmes
• Reimbursement for a professional membership
• Competitive policies that support flexibility and family leave inclusive of enhanced maternity leave

Lockheed Martin UK is a leading prime contractor and systems integrator responsible for a wide portfolio of high technology programmes, complex integration, training and through-life support, spanning the defence and civil sectors. The LMUK business, a leading provider of systems engineering, software development and complex programme management for global security, cyber, civil and commercial markets.

Lockheed Martin recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief. Discrimination on any of these grounds is expressly forbidden. We therefore welcome applications from all sections of the community.

05/09/2024