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- Tasks: Provide 2nd line technical support and resolve complex IT issues.
- Company: Join a dynamic team at a leading digital services provider.
- Benefits: Permanent full-time role with competitive salary and growth opportunities.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by enhancing user experience across enterprise IT services.
- Qualifications: Experience in 2nd line IT support and strong troubleshooting skills required.
The predicted salary is between 30000 - 40000 £ per year.
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
Service Desk Engineer in Preston employer: OCU Group
Contact Detail:
OCU Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer in Preston
✨Tip Number 1
Network, network, network! Reach out to your connections in the IT world, especially those who work in service desk roles. They might know about openings or can even refer you directly, which gives you a leg up!
✨Tip Number 2
Prepare for interviews by brushing up on your troubleshooting skills. Be ready to discuss specific incidents you've resolved and how you approached them. We want to see your thought process and technical prowess in action!
✨Tip Number 3
Showcase your documentation skills! Bring examples of high-quality technical documents or knowledge articles you've created. This will demonstrate your attention to detail and commitment to continuous service improvement.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at StudySmarter!
We think you need these skills to ace Service Desk Engineer in Preston
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 2nd line IT support and showcases your troubleshooting skills. We want to see how you've tackled complex incidents before, so don’t hold back on the details!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Service Desk Engineer role. Mention your familiarity with ITSM processes and tools like ServiceNow or Freshservice.
Show Off Your Communication Skills: Since you'll be supporting non-technical users, it's crucial to demonstrate your strong communication skills. In your application, give examples of how you've effectively communicated technical information to different audiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at OCU Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Windows, and macOS. Be ready to discuss specific incidents you've resolved in the past and how you approached them. This will show that you can handle the complex issues they'll throw your way.
✨Familiarise Yourself with ITSM Processes
Since this role involves ITSM processes like Incident, Problem, and Change management, it’s crucial to understand these concepts. Prepare examples of how you've used ITSM tools like ServiceNow or Freshservice in your previous roles to manage tickets effectively.
✨Communicate Clearly and Confidently
You’ll need to support non-technical users, so practice explaining technical concepts in simple terms. During the interview, demonstrate your strong communication skills by being clear and concise when discussing your experiences and solutions.
✨Showcase Your Documentation Skills
High-quality documentation is key in this role. Bring examples of technical documentation or knowledge articles you've created in the past. Discuss how maintaining detailed records has helped improve service delivery and problem resolution in your previous positions.