Service Desk Analyst
Laing O'Rourke is seeking a team-focused Service Desk professional to join our IT Support team.
You'll have experience in a Technical Service Desk (ITIL) environment, delivering high-quality, customer-focused support within SLAs. You'll troubleshoot incidents, fulfil service requests, and aim to maximise first-time fix rates while minimising escalations.
Key Responsibilities
- Provide remote support across UK sites and offices (6000+ users)
- Log, manage and resolve incidents and service requests within SLA
- Communicate clearly with users, keeping them informed throughout
- Take ownership of tickets and collaborate with the wider team
- Escalate issues appropriately to 3rd Line when needed
- Identify trends and contribute to problem management
- Support new starters, leavers, and general service requests
Working Hours: Shift-based between 7am–6pm
Key Skills & Experience
- Strong Service Desk experience in an ITIL environment
- Knowledge of Microsoft 365, Teams, OneDrive, MFA, SharePoint
- Experience with Azure AD, Exchange, Intune
- Familiarity with VPNs (ideally Fortinet) and ServiceNow
- Understanding of IT systems, infrastructure, and applications
- ITIL Foundation (v4 desirable)
Desirable
- Telephony systems (e.g. RingCentral)
- SolarWinds
- Construction software (AutoCAD, Revit)
Personal Attributes
- Customer-focused with a positive attitude
- Organised with strong time management
- Clear communicator (written and verbal)
- Strong problem-solving and analytical skills
- Able to build effective working relationships
About Us
Laing O'Rourke 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 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 if you would like to opt in to this scheme and let us know if you require any adjustments for the interview process.
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 resourcingteam@laingorourke.com
