Description
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.
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 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 t
📌 Enterprise Service Desk Specialist (Napoli)
🏢 Leidos
📍 Napoli