Service Desk Engineer

Department: OCU Digital

Employment Type: Permanent - Full Time

Location: Preston

Reporting To: James Mayers

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.

• 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

• 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