Service Desk Pro: First-Line IT Support & Troubleshooting

OCU; Preston; On-site; GBP 25,000 - 35,000; Full time

Job summary

OCU seeks a customer-focused Service Desk Analyst to join its Digital Technology team in Preston. As the first point of contact for IT support, you will resolve incidents, fulfil service requests, and provide clear, professional guidance to colleagues.

You will work in a fast-paced, multi-site environment, drive first-contact resolution, contribute to knowledge base, and collaborate with specialist teams to improve services and meet SLAs.

Qualifications

• Experience in a busy Service Desk or IT support environment.
• Strong troubleshooting and diagnostic skills with high first-contact resolution.
• Proficient in 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.
• Knowledge of incident and request management in an ITIL-aligned environment.
• Excellent communication and customer service with clear technical explanations.
• Ability to handle multiple priorities while maintaining ticket quality.

Responsibilities

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

Skills

First contact support

Troubleshooting

Microsoft 365

Windows/macOS support

Identity & access management

ITIL

Customer service

Tools

Freshservice

ServiceNow

Job description

OCU seeks a customer-focused Service Desk Analyst to join its Digital Technology team in Preston. As the first point of contact for IT support, you will resolve incidents, fulfil service requests, and provide clear, professional guidance to colleagues.

You will work in a fast-paced, multi-site environment, drive first-contact resolution, contribute to knowledge base, and collaborate with specialist teams to improve services and meet SLAs.