2nd Line Service Desk Engineer - M365 & Identity Expert

OCU Group; Preston; On-site; GBP 32,000 - 42,000; Full time

Job summary

OCU Group's Digital Technology team is hiring a Service Desk Engineer to deliver stable, responsive support across the business. You will provide expert 2nd line assistance, resolve complex issues, and ensure colleagues can work safely, productively, and without interruption.

Working with 1st line support, Digital Engineering teams, Workplace Services, and third‑party providers, you will investigate incidents across end‑user devices, Microsoft 365, and identity management services, contributing

Qualifications

• Experience in a 2nd line support or service desk in a large IT environment.
• Strong troubleshooting across Windows, macOS, M365, and identity management.
• Experience with ITSM platforms such as ServiceNow or Freshservice.
• Familiar with incident, problem and change management processes.
• Excellent communication and customer-focused service mindset.

Responsibilities

• Provide 2nd line technical support for escalated incidents and requests.
• Diagnose and resolve issues across devices, apps, M365, and user access.
• Manage incidents through to resolution within SLAs.
• Escalate when needed with clear analysis and recommendations.
• Communicate with users and stakeholders through the incident lifecycle.
• Contribute to knowledge and problem management and service improvement.
• Maintain accurate incident documentation and change tracking.

Skills

2nd line support

IT support

End-user support

Windows

macOS

Microsoft 365

Identity management

ITSM platforms

Incident management

Problem management

Change management

Communication skills

Customer-focused

Tools

ServiceNow

Freshservice

Intune

PowerShell

Job description

OCU Group's Digital Technology team is hiring a Service Desk Engineer to deliver stable, responsive support across the business. You will provide expert 2nd line assistance, resolve complex issues, and ensure colleagues can work safely, productively, and without interruption.

Working with 1st line support, Digital Engineering teams, Workplace Services, and third‑party providers, you will investigate incidents across end‑user devices, Microsoft 365, and identity management services, contributing