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
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