Applications Helpdesk Analyst
Job Reference:
LM People Job Code/Title:
Location:
Programme / Functional Group:
MST11147
N5031I / Applications Helpdesk Analyst
Warminster
MST IS – JAMES1
Description of Business Environment:
Lockheed Martin UK Mission Systems and Training (MST) is a leading provider of
training and logistics support for military customers. LM UK MST offers a full range of
logistics, mission operations support, readiness, engineering support and integration
services. For customers, this means a fully integrated focus on life cycle support
requirements and an organisation that can respond more rapidly to their evolving needs.
This role is specific to our Enterprise Logistics Solutions business where Lockheed Martin
has worked with its customer to create the Joint Asset Management and Engineering
Solutions (JAMES) system to help fleet managers understand the Status, Usage, Location,
Configuration and Maintenance of their equipment. The JAMES programme takes
advantage of non-bespoke software, to eliminate incompatible data standards and reduce
expenses normally associated with modifying and maintaining COTS software products.
Specific Job Description:
 Resolves technical problems and answers queries by telephone in support of
internal and/or outside customer computer hardware, software, network, and
telecommunications systems.
 Diagnoses, identifies, isolates and analyzes problems utilising historical database
records.
 May route calls to product line specialists.
 Maintains and updates records and tracking databases.
 Alerts management to recurring problems and patterns of problems
Required Skills:
 Diagnoses, identifies, isolates and analyzes problems
 Working knowledge of Microsoft Office suite
 Self starter with willingness to learn from colleagues
 Must be a good team player and able to use own initiative
 Must have good communication skills
Desired Skills:
 Experience of Remedy or equivalent Incident management software
 Previous telephone helpdesk experience
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Experience of working with Military and MoD personnel
Experience of working in defence industry and dealing with UK-R data
Previous or current MoD Security clearance (minimum BC level)
Standard Job Description:
Resolves technical problems and answers queries by telephone in support of internal
and/or outside customer computer hardware, software, network, and telecommunications
systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical
database records. May route calls to product line specialists. Maintains and updates
records and tracking databases. Alerts management to recurring problems and patterns of
problems.
Typical Minimum Education & Experience:
Candidate must be educated to a good GCSE level but will also consider individuals with
relevant experience ideally with additional technical training sufficient to enable
performance of required job description.