Service Desk Analyst

Laing O'Rourke is seeking a team-focused Service Desk professional to join our IT Support team.

You will have experience in a Technical Service Desk (ITIL) environment, delivering high-quality, customer-focused support within SLAs. You will troubleshoot incidents, fulfil service requests, and aim to maximise first‑time fix rates while minimising escalations.

• 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

Shift-based between 7am–6pm.

• Strong Service Desk experience in an ITIL environment
• Knowledge of Microsoft 365, Teams, One Drive, MFA, Share Point
• Experience with Azure AD, Exchange, Intune
• Familiarity with VPNs (ideally Fortinet) and Service Now
• Understanding of IT systems, infrastructure, and applications
• ITIL Foundation (v4 desirable)

• Telephony systems (e.g. Ring Central)
• Solar Winds
• Construction software (AutoCAD, Revit)

• 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