Service Desk Analyst

Contract Type
Administration, Business Administration, Customer Service, Digital
Weston Super Mare
Expiry Date
We are looking for a candidate to join our Service Desk team, which supports Costain technology products and services delivered to our clients.

Job Description

About the Role

We are looking for a candidate to join our Service Desk team, which supports Costain technology products and services delivered to our clients. The primary objective of the role is to act as first point of contact for customers; troubleshoot, diagnose and resolve problems and/or escalate to the 2nd line support team to investigate and resolve.

On a daily basis, the applicant will maintain ownership of faults and provide timely updates to both internal and external customers; ensuring faults are given the correct level of priority and meeting service level agreements. There is also an opportunity for the right candidate to train with our 2nd line support to expand their technical knowledge and help assist with 2nd line queries.

The role will be shift based; covering 8am until 6pm Monday to Friday and will require flexibility within this timeframe.

The role will include but is not limited to

·       Dealing with incoming faults over the phone and via email.

·       Logging incidents and faults on our 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 (escalating to 2nd/3rd line support where appropriate).

·       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, etc.



·       Customer Friendly

·       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

Desired but not required

·       Office 365 Administration skills

·       Knowledge of ITIL framework


About Costain
Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.

 Your application

At Costain we aim to be an accessible, diverse and inclusive organisation to continue to meet our customers’ needs. We will be industry leading in our approach and people from all backgrounds will be proud to work for Costain. Our goal is to have a workforce that is representative of society.

Should you require any adjustments to support you in your application, please do not hesitate to contact us:

We will consider all applicants regardless of age, race, faith and socioeconomic background, including those from marginalised groups, such as (but not exclusive to):

People who identify as LGBT+, including non-binary people
People with physical or neurological disabilities
People who have mental ill health

We welcome you to ask about the flexibility you need for dynamic working, such as, working part-time, remote working, or compressed hours. In return, we will explore what is possible.

To find out more about our Inclusion strategy, please visit our ED&I page:

Right to Work & Security Checks

Understandably given the nature of our business, everyone who is employed at Costain must undergo thorough referencing checks. We will need different information depending on the job we have offered you. For all roles, we'll carry out a criminal record check and we’ll ask to see evidence that you have the legal right to work in the UK.
For some of our roles, you may be required to obtain and maintain security clearance of at least Security Check level (or SC clearance). To satisfy the requirements, you will need to have been a legal UK resident for a minimum of 5 years and have successfully complete all stages of the vetting process.

Closing date

Please note that Costain reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend at you apply as soon as possible rather than wait until the published closing date

This is an advert for our job vacancy, and therefore may not be inclusive of all assigned duties, responsibilities, or aspects of the role described, and may be amended at any time at the sole discretion of Costain.  

A Disability Confident employer will generally offer an interview to any applicant that declares 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. For more details please go to For more details please go to the Disability Confident website: