Service Desk Engineer
Posted Updated 7
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Summary
OCU Group is hiring a Service Desk Engineer in Preston to provide 2nd line IT support, resolving escalated incidents across end-user devices, applications, Microsoft 365, and identity/access management. The role uses ITSM platforms like ServiceNow or Freshservice and contributes to problem management and service improvement.
Join OCU Group's Digital Technology team as a Service Desk Engineer, where you'll play a vital role in delivering stable, responsive, and reliable technology support across the business. As a key member of the Service Operations team, you'll provide expert 2nd line support, resolving complex technical issues and ensuring colleagues can work safely, productively, and without interruption.
Working closely with 1st line support, Digital Engineering teams, Workplace Services, and third-party providers, you'll investigate and resolve incidents across end-user devices, applications, Microsoft 365, and identity and access management services. You'll also contribute to service improvement initiatives, root cause analysis, knowledge management, and major incident response activities.
- Provide 2nd line technical support for escalated incidents and service requests.
- Diagnose and resolve complex issues across devices, applications, Microsoft 365, and user access.
- Manage incidents through to resolution within agreed service levels.
- Escalate issues where necessary, providing clear technical analysis and recommendations.
- Communicate effectively with users and stakeholders throughout the incident lifecycle.
- Contribute to knowledge management, problem management, and continuous service improvement.
- Maintain accurate documentation of incidents, resolutions, and technology changes.
- Experience in a 2nd Line Support, Technical Support, or Service Desk role within a large-scale IT environment.
- Strong troubleshooting skills across Windows, macOS, Microsoft 365, endpoint devices, applications, and identity management.
- Experience working with ITSM platforms such as ServiceNow or Freshservice.
- Understanding of incident, problem, and change management processes.
- Strong analytical skills with the ability to identify root causes and reduce repeat incidents.
- Excellent communication skills, with the ability to explain technical issues to non-technical users.
- A customer-focused mindset with a passion for delivering high-quality service.
Desirable Experience:
- Exposure to major incident management and problem management activities.
- Knowledge of endpoint management tools such as Intune and related security platforms.
- Familiarity with automation and scripting, including PowerShell.
- Experience managing third-party suppliers and technology partners.
- Ability to mentor and support 1st line colleagues while driving service improvements.
This is an excellent opportunity for a skilled IT support professional to join a growing organisation and help shape a high-performing, customer-focused digital support service.