Service Desk Analyst (1st & 2nd 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 ensure SLAs are met, maximizing first-line resolutions and minimizing 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-focused with the ability to delight our users by providing excellent service Keep our users informed and updated every step of the way Build and maintain good working relationships within the team, throughout IT, and the business. Explain technical issues in a simple manner to customers so issues can be easily understood Monitor Service Desk queue to ensure that new tickets/unassigned tickets response times are met and tickets progressed within SLA Take ownership of tickets and work collaboratively to ensure workload is balanced in the team Log and progress incidents, providing a high level of resolution within SLA in accordance with procedures and security requirements. Clearly document issues, findings, actions taken, and resolutions on tickets which can be easily understood. Support a 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 report any trends or 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 and 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 – Familiarization with construction software such as AutoCad, Autodesk Revit Personal Attributes: Professional, Customer Focused with a positive attitude Organized with excellent time management skills, ability to meet deadlines Excellent clear, concise verbal and written communication skills Great interpersonal skills with the ability to 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 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
#J-18808-Ljbffr
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 ensure SLAs are met, maximizing first-line resolutions and minimizing 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-focused with the ability to delight our users by providing excellent service Keep our users informed and updated every step of the way Build and maintain good working relationships within the team, throughout IT, and the business. Explain technical issues in a simple manner to customers so issues can be easily understood Monitor Service Desk queue to ensure that new tickets/unassigned tickets response times are met and tickets progressed within SLA Take ownership of tickets and work collaboratively to ensure workload is balanced in the team Log and progress incidents, providing a high level of resolution within SLA in accordance with procedures and security requirements. Clearly document issues, findings, actions taken, and resolutions on tickets which can be easily understood. Support a 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 report any trends or 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 and 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 – Familiarization with construction software such as AutoCad, Autodesk Revit Personal Attributes: Professional, Customer Focused with a positive attitude Organized with excellent time management skills, ability to meet deadlines Excellent clear, concise verbal and written communication skills Great interpersonal skills with the ability to 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 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
#J-18808-Ljbffr
