At a Glance
- Tasks: Provide frontline digital support and resolve IT incidents for colleagues.
- Company: Join a reputable company that values safety, integrity, and teamwork.
- Benefits: Flexible working environment, professional growth opportunities, and comprehensive benefits package.
- Other info: Dynamic role with opportunities for continuous service improvement.
- Why this job: Make a positive impact by helping others work safely and productively.
- Qualifications: Experience in 1st line support and strong troubleshooting skills required.
The predicted salary is between 25000 - 32000 £ per year.
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.
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 applications
- Knowledge 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!
First-Line IT Support Specialist - Service Desk in Preston employer: OCU Group
At OCU, we pride ourselves on being an excellent employer, offering a flexible and supportive working environment in Preston that empowers our employees to thrive. As a Service Desk Analyst, you will benefit from opportunities for professional growth, a comprehensive benefits package, and a strong work culture defined by our core values of safety, integrity, and unity. Join us to make a positive impact while enjoying a rewarding career in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land First-Line IT Support Specialist - Service Desk in Preston
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with IT incidents, brush up on common issues and solutions. You can even role-play with a friend to simulate real-life scenarios. This will boost your confidence and help you shine during the interview.
✨Tip Number 3
Prepare some questions to ask at the end of your interview. This shows you're engaged and keen to learn more about the role. Ask about their approach to continuous service improvement or how they support professional growth – it’ll make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Good luck!
We think you need these skills to ace First-Line IT Support Specialist - Service Desk in Preston
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your troubleshooting skills and any experience with Microsoft 365 or ITSM tools, as these are key for us.
Craft a Compelling Cover Letter:Use your cover letter to showcase your customer-focused approach and how you can contribute to our team. Share specific examples of how you've resolved IT issues in the past to demonstrate your first-contact resolution capability.
Be Clear and Concise:When filling out your application, keep your language straightforward and to the point. We appreciate clarity, especially when it comes to logging incidents and service requests, so make sure your writing reflects that.
Apply Through Our Website:We encourage you to apply directly through our website. This way, you’ll ensure your application gets to the right people and you can easily track your progress. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at OCU Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows, and macOS. Be ready to discuss how you've resolved issues in the past and demonstrate your troubleshooting skills. Familiarity with ITSM tools like ServiceNow or Freshservice will definitely give you an edge!
✨Show Off Your Communication Skills
As a Service Desk Analyst, you'll be the first point of contact for users. Practice explaining technical concepts in simple terms. During the interview, showcase your ability to communicate clearly and effectively, especially when dealing with non-technical users.
✨Prepare for Scenario Questions
Expect questions that put you in real-life support situations. Think about how you would handle common incidents or service requests. Prepare examples that highlight your first-contact resolution capabilities and how you manage multiple priorities under pressure.
✨Emphasise Continuous Improvement
The role involves contributing to knowledge base articles and improving service delivery. Be ready to discuss any ideas you have for enhancing processes or how you've contributed to similar initiatives in previous roles. This shows you're proactive and committed to delivering a high-quality user experience.
