Service Desk Analyst
Department: OCU Digital
Employment Type: Permanent - Full Time
Location: Preston
Reporting To: James Mayers
Description
The Opportunity We are looking for a proactive and customer-focused Service Desk Analyst to provide frontline digital support across the business, ensuring colleagues can work safely, productively, and without interruption.
As the first point of contact for IT support, you will log, triage, and resolve incidents and service requests efficiently, delivering a high-quality user experience while escalating more complex issues where needed.
About the job
As a Service Desk Engineer, you will:
* Act as first point of contact for IT incidents and service requests
* Drive first-contact resolution through structured troubleshooting and knowledge articles
* Accurately log, categorise, and prioritise tickets using ITSM tools
* Escalate complex issues with clear diagnostics and supporting information
* Provide support across Microsoft 365, Windows, macOS, and end-user devices
* Support identity and access requests (password resets, MFA, joiners/leavers, permissions)
* Monitor ticket trends and highlight recurring issues or emerging incidents
* Maintain high-quality communication with users throughout the ticket lifecycle
* Contribute to knowledge base articles and continuous service improvement
Skills, Knowledge and Expertise
* Strong experience in a busy 1st line or Service Desk environment
* Strong troubleshooting skills and high first-contact resolution (FCR) capability
* Experience supporting Microsoft 365 and standard end-user applicationsKnowledge of identity and access management processes
* Confident use of ITSM tools (e.g. ServiceNow, Freshservice)
* Strong communication skills with the ability to support non-technical users
* Ability to remain calm under pressure and manage multiple priorities
What we offer
OCU offers a flexible and supportive working environment, empowering employees with autonomy, opportunities for professional growth, and a comprehensive benefits package designed to support both career development and wellbeing.
You will be joining a reputable business that is defined by values We care about safety, We make a Positive impact, We lead with Integrity, We deliver to grow, We are One Company United!
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