Overview The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Specialist to support efforts for the Naval Enterprise Network (NEN) OCONUS portion of the NGEN‑R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy.More About the Role
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 NEN OCONUS 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.
What You'll Get To Do
- 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
📌 Enterprise Service Desk Specialist (Italia)
🏢 Leidos
📍 Italia