Service Desk Analyst

Laing O'Rourke; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading engineering and construction company seeks a Service Desk professional to provide remote support across various sites in the UK. You will support over 6000 users, ensuring excellent customer service and timely incident resolution. Candidates should have proven experience in a Technical Service Desk ITIL environment and possess relevant technical skills, including knowledge of Microsoft Applications and ITSM tools. This position offers an opportunity to join a dynamic team in a well-established company.

Qualifications

• Proven experience working within a Technical Service Desk ITIL environment.
• In-depth knowledge of Microsoft Applications including Office365 and Teams.
• Experience with ITSM Service Desk Systems, ideally ServiceNow.

Responsibilities

• Provide remote support to users across multiple sites.
• Monitor Service Desk queue and ensure response times are met.
• Log and progress incidents, resolving within SLA.

Skills

Technical troubleshooting

Customer service

Clear communication

ITIL knowledge

Education

ITIL Foundation certification

Tools

Microsoft Applications (Office365, Teams, OneDrive, MFA, SharePoint)

ServiceNow

VPN Client (FortiGate)

Job description

Role Overview

We are looking for an ambitious and team‑centric Service Desk professional to join our talented IT Support team. This role will provide remote support to multiple Laing O'Rourke sites and offices across the UK, supporting various disciplines and user locations.

Responsibilities & Deliverables

• Remote support across multiple sites and disciplines, including support for over 6000 users.
• Work shifts between 7 am and 6 pm.
• Customer‑focused service, delighting users with excellent support and clear communication.
• Inform users at every step and provide simple explanations of technical issues.
• Monitor Service Desk queue, ensuring new and unassigned tickets meet response times and are progressed within SLA.
• Take ownership of tickets, balancing workload collaboratively with the team.
• Log and progress incidents, resolving within SLA in accordance with procedures and security requirements.
• Document issues, findings, actions taken, and resolutions clearly on tickets.
• Support a wide range of technologies and applications as per support guidelines.
• Escalate issues to 3rd‑Line support teams timely and appropriately per SLAs and OLAs.
• Proactively report trends and common issues to trigger ITIL processes such as Problem or Major Incident Management.
• Complete Service Requests in accordance with Standard Operating Procedures, including New Starters and Leavers.

Qualifications & Experience

• Proven experience working within a Technical Service Desk ITIL environment.
• Technical expertise to troubleshoot and resolve incidents and complete Service Requests.
• Broad understanding of IT Services and Systems and their inter‑relationships.
• In‑depth knowledge of Microsoft Applications: Office365, Teams, OneDrive, MFA, SharePoint.
• Experience with Microsoft Azure (Active Directory), Exchange, Intune.
• Experience with VPN Client, ideally FortiGate.
• Experience with ITSM Service Desk Systems, ideally ServiceNow.
• ITIL Foundation certification, ideally V4.
• Working knowledge of Telephony Systems, ideally RingCentral.
• Optional: SolarWinds, familiarity with construction software such as AutoCAD, Autodesk Revit.

Personal Attributes

• Professional, customer‑focused with a positive attitude.
• Organised, excellent time‑management skills, ability to meet deadlines.
• Clear, concise verbal and written communication skills.
• Strong interpersonal skills – building and maintaining good relationships with customers, colleagues, and third‑parties.
• Logical, analytical approach to problem‑solving; capable of quickly grasping issues, identifying alternatives, and recommending solutions.

Benefits & Equality

Laing O'Rourke is an international engineering and construction company with over 150 years of experience. We are part of the Disability Confident scheme and welcome candidates with long‑term health conditions or disabilities. Please contact us to discuss any required adjustments to the interview process.