Key Takeaways
- Gain practical experience and prepare for ITIL v5 accreditation on a Graduate Development Programme.
- Maintain the stability and reliability of Laing O'Rourke's technology ecosystem.
- Key responsibilities include IT support, change management, and reporting.
- Based in Dartford, with potential for UK-wide project work and travel.
- Applications may close early due to high interest; apply soon.
About the Role
Laing O'Rourke's Graduate Development Programme helps graduates gain practical experience, achieve professional accreditation, and build the skills needed to become future leaders in the construction and engineering industry. This 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.
Professional Accreditation
Preparation for ITIL v5 can be achieved through this role.
Role Overview
This foundational role acts as the crucial link between complex technical infrastructure and business performance. It is designed to transition fresh graduates into highly skilled professionals who understand how technology drives value. The core purpose is to maintain the stability and reliability of Laing O'Rourke's technology ecosystem, directly impacting the company's bottom line through finance, employee productivity, and risk mitigation.
Key Responsibilities
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 escalate 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 escalate 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.
Interactions
This role will interact with the CISO, Group D&A, and potentially every business function across Laing O'Rourke due to the customer-facing nature of IT Service Operations.
Location
Dartford. Please note that due to the nature of the business, locations may change. Projects are based across the UK, so flexibility regarding travel, staying away from home during the week, or relocating closer to a project site may be required.
Application Process
Due to the anticipated level of interest, applications may close before the advertised closing date once a sufficient number have been received. Applying early is encouraged.