Senior 2nd Line IT Service Desk Engineer

OCU Group; Preston; On-site; GBP 28,000 - 42,000; Full time

Job summary

OCU Group's Digital Technology team in Preston is seeking a Service Desk Engineer to join the Service Operations group, providing expert 2nd line support for end-user devices, Microsoft 365, and identity management to keep colleagues productive and secure.

You will work with 1st line, Digital Engineering, Workplace Services and third-party providers, help drive incident management, knowledge management, and service improvements, and maintain clear incident records.

Qualifications

• Experience in a 2nd Line Support role within a large-scale IT environment.
• Strong troubleshooting across Windows, macOS, Microsoft 365, endpoint devices, applications and identity management.
• Experience with ITSM platforms such as ServiceNow or Freshservice.
• Familiar with incident, problem, and change management processes.

Responsibilities

• 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 with 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.

Skills

2nd line support

Technical troubleshooting

Windows

macOS

Microsoft 365

Identity management

ITSM tools

Incident management

Communication skills

Customer focus

Root cause analysis

Tools

Intune

PowerShell

Automation scripting

Job description

OCU Group's Digital Technology team in Preston is seeking a Service Desk Engineer to join the Service Operations group, providing expert 2nd line support for end-user devices, Microsoft 365, and identity management to keep colleagues productive and secure.

You will work with 1st line, Digital Engineering, Workplace Services and third-party providers, help drive incident management, knowledge management, and service improvements, and maintain clear incident records.