Service Desk Engineer

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

Job summary

OCU Group in Preston, Lancashire, is seeking a Service Desk Engineer to deliver reliable 2nd line IT support across the business. You will work with 1st line, Digital Engineering, Workplace Services, and third-party providers to resolve incidents and support end-user devices and services.

You will diagnose complex issues, contribute to knowledge management, and participate in major incident response activities to keep colleagues productive and secure.

Qualifications

• Experience in a 2nd line support or service desk role in a large IT environment.
• Strong troubleshooting across Windows, macOS, Microsoft 365, and identity management.
• Experience with ITSM platforms such as ServiceNow or Freshservice.
• Understanding of incident, problem and change management processes.
• Excellent communication and a customer-focused approach.

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

Troubleshooting

Microsoft 365

Windows

macOS

Identity management

Incident management

Change management

Communication

Customer focus

Tools

ServiceNow

Freshservice

Intune

PowerShell

Job description

Description

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.

Department: OCU Digital

Location: Preston

Description

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.

Key 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, 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.

What You'll Bring

• 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.

To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process is, by emailing [e-mail].