Service Desk Analyst

Description

• Log, progress incidents, providing high level of resolution within SLA in accordance with procedures and security requirements.
• Support wide range of technologies/applications/systems in accordance with support guidelines.
• In accordance with Service Desk procedures monitors Service Desk queue to ensure that new tickets/unassigned tickets response times are met and tickets progressed within SLA
• Keep our users informed and updated every step of way
• Taking ownership of tickets and working collaboratively to ensure workload is balanced in the team
• Clearly documents issues, findings, actions taken and resolutions on ticket which can be easily understood.
• Build and maintain good working relationship within the team, throughout IT and the business.
• Remote support of multiple Laing O'Rourke sites and offices across the UK
• Work shifts between the hours 7am and 6pm.
• Timely and appropriate escalation of issues to 3rd Line support teams in line with SLAs and OLAs
• Proactively reports any trends, 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, Leavers
• Explain technical issues in a simple manner to customer so issues can be easily understood

Requirements

• ITIL Foundation, ideally V4
• In depth understanding of Microsoft Applications such as Office365, Teams, OneDrive, MFA, SharePoint
• Ideal – Solarwinds
• ITSM Service Desk Systems, ideally ServiceNow
• Ideal – Familiarisation of construction software such as AutoCad, Autodesk Revit
• 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
• Working knowledge of Telephony Systems – ideally Ring Central
• Be customer service focussed with the ability to delight our users by providing excellent service
• Organised with excellent time management skills, ability to meet deadlines
• Potential for support across multiple geographical hubs based on user location
• VPN Client - (ideally Fortinet)
• Microsoft Azure (Active Directory), Exchange, InTune
• Excellent clear, concise verbal and written communication skills
• Great interpersonal skills with ability build and maintain good relationships with customers, colleagues and third-parties

Benefits

• Service provision for 6000+ users

Training + Development

Interview process

Visa Sponsorship

Security clearance