Service Desk Analyst

Costain Group PLC

Service Desk Analyst for Costain providing IT support, diagnosing issues, and ensuring service level agreements. Hybrid work arrangement with shift flexibility, office-based in Weston-Super-Mare.

Posted 8/3/2026full-timeWeston-Super-Mare • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong problem-solving abilities and excellent interpersonal skills while maintaining ownership of faults and ensuring timely updates to customers. Proficient in logging incidents and performing system administration duties to meet service level agreements.

Highest-signal resume keywords

Fault DiagnosisIncident LoggingService Level Agreement ManagementCustomer LiaisonSystem Administration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident LoggingFault DiagnosisSystem AdministrationProactive System Checks

Soft Skills

Attention to DetailExcellent Interpersonal SkillsProblem SolverTeam PlayerWillingness to Learn

Tools & Technologies

Service Software

Industry Keywords

Service Level AgreementTechnical SupportCustomer ServiceAdministrative Tasks

About the role

Key responsibilities & impact

Maintain ownership of faults and provide timely updates to both internal and external customers
Ensure faults are given the correct level of priority and meeting service level agreements
Train with our 2nd line support to expand technical knowledge
Cover 8am until 6pm Monday to Friday with flexible hours
Shift based role
Work 2 days office based in Western-Super-Mare and 3 days WFH
Dealing with incoming faults over the phone and via email
Logging incidents and faults on service software and prioritising them in line with project procedures
Liaising with customers/engineers and providing regular updates.
Maintaining ownership of faults until resolution, ensuring all faults are progressed and cleared within SLA
Diagnosing and resolving issues at first point of contact
Performing system admin duties and proactive system checks.
Undertaking training in Costain’s technology products
Various administrative tasks including collating reports, managing users and passwords.

Requirements

What you’ll need

Flexible
Computer Literate – additional training will be given
Willingness to learn
Attention to detail
Excellent interpersonal skills
Problem solver
Works to own initiative
Confident
Team player
Prior experience in a similar role

Benefits

Comp & perks

Costain appreciate the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at application phase.
We do share individual feedback following an interview.
A Disability Confident employer will generally offer an interview to any applicant that disclose they have a disability and meets the minimum criteria for the job as defined by the employer.
It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.