IT Service Desk Analyst

• Provide 1st and 2nd line technical support to Skanska UK employees via telephone, email, portal, and walk-ins, including on-site support at UK locations when required.
• Log, track, and resolve incidents and service requests using the IT Service Management tool, ensuring accurate customer details and documentation.
• Use diagnostic tools, FAQs, and knowledge bases to troubleshoot issues, taking immediate corrective action where possible.
• Escalate and coordinate 2nd and 3rd line issues with appropriate teams for timely resolution, monitoring progress and keeping customers informed.
• Participate in site setup, relocation, decommissioning activities, and IT project work as required.
• Assist during major incidents and ensure compliance with UK IT policies, standards, processes, and procedures.
• Work on a rota basis to maintain continuous Service Desk coverage during operational hours.

• Experience in an IT service support environment, working to deliver quality solutions in a fast-paced setting.
• Broad technical understanding of IT systems, applications and services, including Windows OS, MS Office and the M365 suite.
• Experience supporting a wide range of desktop software, networking basics, and Mobile Device Management.
• Familiarity with diagnostic and support processes used in service desks and escalation procedures.
• Ability to work efficiently under time pressure while maintaining customer-focused service.
• Professional certification such as ITIL4 Foundation.

Skanska, one of the world's leading project development and construction groups, is an inclusive and responsible business that is helping to build a better society.