Service Desk Analyst
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Summary
A first-line IT support role in OCU Group's Digital Technology team: acting as the first point of contact for incidents and service requests, troubleshooting Microsoft 365, Windows/macOS and account access issues, logging tickets in an ITSM tool, and escalating to specialist teams in an ITIL-aligned, multi-site environment.
We are looking for a customer-focused and proactive Service Desk Analyst to join our Digital Technology team and deliver a first-class support experience across the business. As the first point of contact for IT support, you will play a key role in ensuring colleagues can work effectively by resolving incidents, fulfilling service requests, and providing clear, professional support.
This is an excellent opportunity for an experienced Service Desk professional who enjoys troubleshooting technical issues, delivering outstanding customer service, and contributing to continuous service improvement within a fast-paced, multi-site environment.
- Act as the first point of contact for IT incidents and service requests, providing responsive and professional support.
- Drive high levels of first-contact resolution through effective troubleshooting and use of knowledge articles and runbooks.
- Accurately log, prioritise, investigate and resolve support tickets within agreed service levels.
- Perform high-quality triage of issues, gathering diagnostics and relevant information before escalation.
- Monitor ticket trends, identify recurring issues, and contribute to problem management and service improvement initiatives.
- Communicate effectively with users throughout the support lifecycle, providing regular updates and managing expectations.
- Escalate incidents to specialist teams with clear documentation and technical insight.
- Contribute to the creation and maintenance of knowledge articles, processes and support documentation.
- Experience within a busy Service Desk or IT support environment, ideally supporting a multi-site or enterprise organisation.
- Strong troubleshooting and diagnostic skills with a proven ability to achieve high first-contact resolution rates.
- Good knowledge of Microsoft 365, including Outlook, Teams, OneDrive and SharePoint, together with Windows and macOS support.
- Experience supporting user accounts, permissions, MFA, password resets and access management processes.
- Familiarity with ITSM platforms such as Freshservice, ServiceNow or similar.
- Strong understanding of incident and request management processes within an ITIL-aligned environment.
- Excellent communication and customer service skills, with the ability to explain technical information in a clear and accessible way.
- Ability to manage multiple priorities while maintaining high standards of ticket quality and user experience.
Desirable
- Experience working to SLAs and prioritising support activities based on business impact.
- Knowledge of remote support tools, connectivity troubleshooting and support for mobile or field-based users.
- Experience supporting major incidents and following defined escalation processes.
- Exposure to knowledge management and continuous improvement activities.
- Understanding of identity, access management and IT security best practices.
- Experience identifying recurring issues and contributing to service improvement initiatives.