2027 IT Support Specialist - Service Operations Graduate

At Laing O'Rourke, we deliver complex engineering and construction projects that shape the built environment. We are looking for talented and motivated individuals to join our Early Talent programmes and help drive innovation across our business. We're seeking ambitious graduates who are ready to make an impact. If you're passionate, curious and eager to challenge the status quo, you'll help us drive innovation, transform our industry and shape the future of construction and engineering.

About the programme

Through Laing O'Rourke's Graduate Development Programme, we help graduates gain practical experience, achieve professional accreditation and build the skills needed to become future leaders in the construction and engineering industry. Our Early Talent Programme will enable you to expand your networks, achieve professional and personal development, gain exposure to a variety of projects and disciplines, and develop the knowledge, skills and behaviours needed to build a successful and rewarding career.

What Professional Accreditation can be achieved through this role:

preparation for ITIL v5

Role Overview and the Purpose of the role:

Acts as the crucial link between complex technical infrastructure&business performance. It is a foundational position designed to transition fresh graduates into highly skilled professionals who understand how technology drives value. The core purpose the role is to maintain the stabilit &reliability of the LOR's technology ecosystem. A direct, measurable impact on the company's bottom line: finance, employee productivity&risk mitigation.

Key Responsibilities – What you'll do:

Acts as the crucial link between complex technical infrastructure&business performance. It is a foundational position designed to transition fresh graduates into highly skilled professionals who understand how technology drives value. The core purpose the role is to maintain the stabilit &reliability of the LOR's technology ecosystem. A direct, measurable impact on the company's bottom line: finance, employee productivity&risk mitigation.

• T Service Operations & Support
• Log, categorize, and prioritize incoming technical support tickets within the ITSM platform (ServiceNow),
• Provision new user accounts, modify system permissions, and configure security profiles using Active Directory or identity management tools,
• Monitor live infrastructure dashboards to detect system anomalies and elevate infrastructure alerts before they impact business units,
• Troubleshoot and resolve first-line hardware, software, network connectivity, and operating system errors for internal employees,
• Deploy, configure, and patch software applications on employee workstations via remote management utilities,
• Verify successful completion of daily automated system backups and elevate replication failures to the system administration team,
• Participate in Major Incident post-mortem meetings to document root-cause timelines and assign follow-up preventative tasks,
• Change Management & Governance:
• Review, validate, and log incoming Requests for Change (RFCs) submitted by development teams to ensure all required risk documentation and rollout plans are complete,
• Coordinate administrative logistics and compile the technical agenda for weekly Change Advisory Board (CAB) meetings,
• Perform baseline Post-Implementation Reviews (PIRs) on completed software releases to evaluate implementation accuracy and document lessons learned,
• service Design & Transition
• Update the central service catalogue to accurately reflect newly launched or decommissioned technology products,
• Asset Knowledge & Reporting
• Compile weekly operational metric reports, tracking key indicators like ticket volumes, resolution times, and Service Level Agreement (SLA) compliance rates,
• Extract and format performance data for monthly release management reports, tracking deployment success rates and emergency change volumes.

Teams and Departments this role will interact with most:

CISO, Group D&A, potentially every business function across LOR due to customer facing nature of IT Service ops.

The following Degree Subjects are suitable for this role:

A bachelor's or associate degree in Information Technology, Computer Science, Management Information Systems, business management

Additional Information

Location: Dartford

We are recruiting for locations that we anticipate having Early Talent roles for at the time of our next programme commencement. Please note that due to the nature of the business, there could be changes to locations noted.

Our projects are based across the UK (National) so you'll need to be prepared to be flexible about where you work. Depending on project requirements, this may involve travelling, staying away from home during the week, or relocating closer to a project site. In return, you'll gain valuable experience working on a variety of projects, helping you develop your skills and broaden your career opportunities.

Diversity & Inclusion

We are committed to ensuring our recruitment process is inclusive and accessible to all candidates. If you require any adjustments or support with your application, or at any stage of the process, please do not hesitate to contact us.

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