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: Empowering culture with opportunities for career development and wellbeing support.
- Why this job: Make a positive impact by helping others work safely and productively.
- Qualifications: Experience in a busy Service Desk environment and strong troubleshooting skills.
The predicted salary is between 25000 - 35000 £ 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
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!
Service Desk Analyst 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 Service Desk Analysts to thrive. With a strong focus on professional growth, comprehensive benefits, and a culture rooted in integrity and collaboration, we ensure that our employees can make a positive impact while enjoying a fulfilling career. Join us and be part of a team that values safety, unity, and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Preston
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions. Think about how your experience aligns with the role of a Service Desk Analyst. We recommend using the STAR method to structure your answers – it helps keep things clear and concise!
✨Tip Number 3
Show off your troubleshooting skills during the interview! Be ready to walk through how you’d handle specific IT incidents. This is your chance to demonstrate your first-contact resolution capabilities and problem-solving mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst 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 ITSM tools like ServiceNow or Freshservice. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the Service Desk Analyst role and how your previous experiences have prepared you for this position. Remember, we love a proactive and customer-focused approach!
Showcase Your Communication Skills:Since you'll be the first point of contact for IT support, it's crucial to demonstrate your strong communication skills. In your application, give examples of how you've effectively communicated with non-technical users in the past. We value clear and friendly communication!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team at StudySmarter!
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 used these tools in previous roles, as well as any troubleshooting techniques you’ve mastered. This will show that you're not just familiar with the tech but can also handle real-world issues.
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for users. Prepare examples of how you've provided excellent customer service in the past. Think about times when you resolved issues quickly or helped non-technical users understand complex problems. This will highlight your ability to communicate effectively.
✨Familiarise Yourself with ITSM Tools
Since you'll be using ITSM tools like ServiceNow or Freshservice, it’s a good idea to get comfortable with them before the interview. If you have experience with these platforms, be ready to discuss how you’ve logged and prioritised tickets in the past. If not, do a bit of research to understand their functionalities.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about common IT issues and how you would approach resolving them. Practising these scenarios can help you articulate your thought process clearly during the interview, demonstrating your structured troubleshooting abilities.
