OCU Group

Service Desk Engineer Department: OCU Digital Employment Type: Permanent - Full Time Location: Preston Reporting To: James Mayers Description We are looking for an experienced 2nd Line Service Desk Engineer to provide deeper technical support across enterprise IT services, ensuring stability, reliability, and a seamless digital experience for users across the business. This role focuses on resolving complex incidents and service requests escalated from 1st line, supporting end-user devices, applications, identity, and access, while contributing to continuous service improvement and operational excellence. About the job Provide 2nd line technical support for escalated incidents and service requests Investigate, diagnose, and resolve complex issues across devices, applications, and access Manage tickets through the full incident lifecycle in line with SLAs Escalate issues with clear technical analysis and resolution detail Support Microsoft 365, Windows, macOS, endpoint devices, and enterprise applications Support identity and access management (joiners/leavers, MFA, permissions) Contribute to problem management, root cause analysis, and service improvements Maintain high-quality technical documentation and knowledge articles Work closely with 1st line, Engineering teams, and third-party suppliers Skills, Knowledge and Expertise Strong experience in a 2nd line IT support or Service Desk role Strong experience resolving complex technical incidents in enterprise environments Good understanding of ITSM processes (Incident, Problem, Change) Experience using ITSM tools such as ServiceNow or Freshservice Strong troubleshooting skills across Microsoft 365, Windows, macOS, and applications Knowledge of identity and access management processes (MFA, permissions, account issues) Strong communication skills with the ability to support non-technical users High attention to detail and strong documentation skills