Service Desk Engineer

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

Service Desk Engineer

Department: OCU Digital

Employment Type: Permanent - Full Time

Location: Preston

Reporting To: Stephen Marshall

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.