Service Desk Analyst

1 week ago

Dartford, United Kingdom Laing O'Rourke Full time

Service Desk Analyst (1 st & 2 nd Line)

Location: Dartford

Job Grade 3

Laing O'Rourke are looking for an ambitious and team centric Service Desk professional to join their talented IT Support team

You will ideally have proven experience working within a Technical Service Desk ITIL environment, providing professional customer focused service to agreed standards and procedures within Service Level Agreements (SLAs).

You'll need technical expertise to troubleshoot and resolve incidents and complete Service Requests according to agreed processes. Excellent time management skills ensures SLA are met, maximising first line resolutions and minimising escalations.

Scope of Job:

  • Remote support of multiple Laing O'Rourke sites and offices across the UK
  • Support of multiple disciplines across the business
  • Potential for support across multiple geographical hubs based on user location
  • Service provision for 6000+ users
  • Work shifts between the hours 7am and 6pm.

Key Deliverables & Accountabilities

  • Be customer service focussed with the ability to delight our users by providing excellent service
  • Keep our users informed and updated every step of way
  • Build and maintain good working relationship within the team, throughout IT and the business.
  • Explain technical issues in a simple manner to customer so issues can be easily understood
  • In accordance with Service Desk procedures monitors Service Desk queue to ensure that new tickets/unassigned tickets response times are met and tickets progressed within SLA
  • Taking ownership of tickets and working collaboratively to ensure workload is balanced in the team
  • Log, progress incidents, providing high level of resolution within SLA in accordance with procedures and security requirements.
  • Clearly documents issues, findings, actions taken and resolutions on ticket which can be easily understood.
  • Support wide range of technologies/applications/systems in accordance with support guidelines.
  • Timely and appropriate escalation of issues to 3rd Line support teams in line with SLAs and OLAs
  • Proactively reports any trends, common issues identified so other ITIL processes can be triggered if needed e.g. Problem management, Major Incident Management.
  • Complete Service Requests in accordance with Standard Operating Procedures within SLA, inclusive of New Starters, Leavers

Key Skills

Technical Knowledge:

  • A broad understanding of the IT Services and Systems, how infrastructure and applications are linked to form services
  • In depth understanding of Microsoft Applications such as Office365, Teams, OneDrive, MFA, SharePoint
  • Microsoft Azure (Active Directory), Exchange, InTune
  • VPN Client - (ideally Fortinet)
  • ITSM Service Desk Systems, ideally ServiceNow
  • ITIL Foundation, ideally V4
  • Working knowledge of Telephony Systems – ideally Ring Central
  • Ideal – Solarwinds
  • Ideal – Familiarisation of construction software such as AutoCad, Autodesk Revit

Personal Attributes

  • Professional, Customer Focused with positive attitude
  • Organised with excellent time management skills, ability to meet deadlines
  • Excellent clear, concise verbal and written communication skills
  • Great interpersonal skills with ability build and maintain good relationships with customers, colleagues and third-parties
  • Logical, analytical approach to problem-solving, with the ability to quickly acquire an understanding of an issue/problem, identify practical alternatives to recommend a solution

About Us

We are an international engineering and construction company delivering state-of-the-art infrastructure and buildings projects for clients in the UK, Middle East and Australia.

Certainty, reliability, quality – this is what our clients want. And at Laing O'Rourke, we have more than 150 years of experience delivering it. Laing O'Rourke's story is one of energy, passion, ambition, people and teamwork. We harness the power of our experience, stretching back over a century and a half to deliver certainty for our clients.

As part of the Disability Confident scheme, we would like to enable access to candidates with long term health conditions and disabilities through the ‘Offer an interview scheme'. This supports applicants that meet the essential criteria by offering an interview for the advertised position. Please let us know prior to interview what adjustments are required as well as discussing how we can support you in the workplace.

We want to ensure our recruitment process is accessible to all. If you need the application form in an alternative format or you would like to know more about our recruitment process, please email

#LI-RH1

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