Service Desk Incident Lead

OCS; Glasgow; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Paid Holiday

Employee Referral Scheme

Learning and development opportunities

Supportive working culture

Discounts (mobile, legal, bicycle, etc

Job summary

OCS UK & Ireland is seeking an Incident Lead to manage high-priority tasks and events, ensuring timely completion within SLA. The role requires excellent customer service and strong communication to liaise with clients, subcontractors, engineers, and senior management.

You will support the Service Desk, maintain low WIP levels, and handle weather-related incident plans and high-profile visits while maintaining professional standards and customer satisfaction.

Qualifications

• Experience of Facilities Management processes and CAFM systems desirable.
• PC skills, Excel, MS Teams, SharePoint desirable.
• Meticulous eye for detail.
• Capable of operating in a pressurized fast-paced environment.
• Excellent communication skills.
• Excellent Customer Service.
• A self-motivated person who is target driven and possesses the ability to work on their own initiative.
• Applicant must have the right to work in the UK.

Responsibilities

• Identify incidents and manage them to completion in line with SLA’s.
• Lead incident notifications with status updates.
• Jeopardy management of jobs breaching SLAs.
• Liaise with stakeholders to drive progress of tasks.
• Keep clients informed of site visits and changes.
• Escalate to Senior Management when required.
• Support weekly and monthly incident reporting.
• Chase engineers and contractors for timely updates.
• Raise Purchase Orders for Materials and Subcontractors.

Skills

Facilities Management

CAFM systems

PC skills

Excel

MS Teams

SharePoint

Communication skills

Customer service

Self-motivation

UK right to work

Tools

CAFM software

Job description

OCS UK & Ireland is seeking an Incident Lead to manage high-priority tasks and events, ensuring timely completion within SLA. The role requires excellent customer service and strong communication to liaise with clients, subcontractors, engineers, and senior management.

You will support the Service Desk, maintain low WIP levels, and handle weather-related incident plans and high-profile visits while maintaining professional standards and customer satisfaction.