Service Desk Analyst: First-Contact IT Support Pro

OCU Group; Preston; On-site; GBP 24,000 - 32,000; Full time

Job summary

OCU Group is seeking a proactive Service Desk Analyst to join the Digital Technology team in Preston. You will be the first point of contact for IT incidents, delivering professional support and enabling colleagues to work efficiently by resolving issues and fulfilling service requests.

You will troubleshoot effectively, log and track incidents, and work within ITIL-aligned processes to improve service quality across multiple sites.

Qualifications

• Experience in a busy Service Desk or IT support environment, ideally multi-site or enterprise.
• Strong troubleshooting and diagnostic skills with high first-contact resolution.
• Good knowledge of Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Windows/macOS support.
• Experience with user accounts, permissions, MFA, password resets and access management.
• Familiarity with ITSM platforms such as Freshservice or ServiceNow.
• Understanding incident and request management in an ITIL-aligned environment.
• Excellent communication and customer service skills; able to explain technical information clearly.
• Ability to manage multiple priorities while maintaining ticket quality.

Responsibilities

• Act as the first point of contact for IT incidents and service requests, offering responsive support.
• Drive high first-contact resolution through effective troubleshooting and knowledge articles.
• Log, prioritise, investigate and resolve tickets within agreed service levels.
• Perform high-quality triage with diagnostics before escalation.
• Monitor ticket trends and contribute to problem management and service improvements.
• Communicate with users throughout the support lifecycle and manage expectations.
• Escalate incidents with clear documentation to specialist teams.
• Contribute to knowledge articles and support documentation.

Skills

Microsoft 365 & Windows/macOS support

Troubleshooting & diagnostics

Incident & request management

ITIL aligned processes

Customer service excellence

MFA & access management

Remote support tools

Tools

ITSM platforms: Freshservice/ServiceNow

Remote diagnostics

Job description

OCU Group is seeking a proactive Service Desk Analyst to join the Digital Technology team in Preston. You will be the first point of contact for IT incidents, delivering professional support and enabling colleagues to work efficiently by resolving issues and fulfilling service requests.

You will troubleshoot effectively, log and track incidents, and work within ITIL-aligned processes to improve service quality across multiple sites.