Enterprise Service Desk Specialist

Leidos•Reston, VA

2d•Onsite

About The Position

More About the Role: The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Specialist to support efforts for the OCONUS Enterprise Network (ONE-Net) portion of the NGEN-R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy. NGEN-R SMIT is the largest IT services program for the Navy, inclusive of cybersecurity services, network operations, service desk, and data transport. Leidos supports the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network. This position is responsible for assisting the ONE-Net Enterprise Service Desk Manager in managing daily service desk activities in a Follow the Sun model with physical service desks located in Naples, Italy. The individual hired for this role must possess strong organization and communication skills, with the ability to enter data into a variety of sources and ensure that it is properly categorized and prioritized utilizing the correct workflows and knowledge articles. The candidate will need to exhibit an understanding of Service Levels specific to the Navy OCONUS project and ensure compliance with those Service Levels in the execution of their daily tasks. The candidate will be responsible for professional customer service while assisting the Navy’s warfighters with requests relating to Incident Management and Request Fulfilment. The candidate must be experienced in harvesting data from BMC Remedy and providing ADHOC reports to the Service Desk Manager for program and client leadership.

Requirements

HS Diploma and 4 years of prior relevant experience.
Must be a U.S. Citizen and possess an active DoD Secret Clearance.
Experience with BMC Remedy and experience creating incident tickets to documented standards.
Experience with ITILv3/4 modules in relation to Incident Management and Request Fulfilment.
Experience with supporting customer service activities across larger geographical areas.
Experience with updating various documents needed in a mature ESD environment, for example, ticket templates, staff schedules, process alignments, service mappings, SLAs, and OLAs.
Basic knowledge of ITIL Service Operations in relation to the Incident Management lifecycle, and Request Fulfillment processes.
Compliant with DoD 8570 IAT Level II (Security+, CCNA Security, etc.).

Nice To Haves

ITIL Foundations v3 or v4.
Experience with Microsoft VISIO and Microsoft EXCEL.
Experience working in Department of the Navy Contracts.
Motivated self-starter with strong written and verbal communication skills.

Responsibilities

Ensure that the correct Remedy ticket templates are used against clearly defined Service Level Objectives and operate in a way that all work can be accurately measured against Service Level Requirements.
Assist in the review and analysis of daily actual performance to agreed upon Service Level Requirements and the reporting to negate defective trends.
Assist to Identify and implement actions obtained by the monitoring and measurement of feedback loops and champion activities for improvement.
Assist with trend analysis to ensure historical data is used to predict future patterns and outcomes.
Recommend improvement opportunities of daily activities when needed.
Assist Subject Matter Experts in the development and analysis of existing and new processes, procedures, and methods to achieve service improvement by standardization, improvement, simplification and retirement of unneeded workflows.
Assist ESD Manager in Continual Service Improvement projects.
Assist with weekly trend analysis reports to the OCONUS Program Director.
Establish and maintain transparent and respectful working relationships with Customer and Program Management personnel.
Work with OCONUS Operations personnel to ensure that comprehensive knowledge transfer activities associated with each Service related to daily tasks are successfully conducted.
Ensure to maintain certifications/training needed for the successful performance of documented Standard Operating Procedures (SOPs).
Work in a fast-paced environment Desk with teammates and stakeholders dispersed over multiple continents while maintaining project scope and the ability to influence change to achieve successful project outcomes.
Establish and maintain relationships with the Regional N6 personnel and ensure that their daily performance is in line with contractual obligations.