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: Be the go-to person for tech support and make a positive impact daily.
- Qualifications: Experience in a busy Service Desk environment and strong troubleshooting skills.
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
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 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 values-driven culture, we ensure that our employees can make a positive impact while enjoying autonomy in their roles. Join us to be part of a united team that prioritises safety, integrity, and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current or former employees at the company through LinkedIn. 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 related to IT support. Think about how you’d handle specific scenarios, especially around troubleshooting and customer service. We want you to shine!
✨Tip Number 3
Show off your skills! If you have experience with ITSM tools or Microsoft 365, be ready to discuss specific examples of how you've used them in past roles. Real-life stories make you memorable.
✨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, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Service Desk Analyst
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.
Showcase Your Communication Skills:Since you'll be supporting non-technical users, it's important to highlight your strong communication skills. Use clear and concise language in your application to show us you can explain complex concepts simply.
Apply Through Our Website:We encourage you to apply directly through our website. This way, you can ensure your application reaches us quickly and you can easily keep track of your application status!
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. Familiarise yourself with common issues and troubleshooting steps, as you'll need to demonstrate your ability to resolve incidents quickly and efficiently during the interview.
✨Showcase 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, highlight any past experiences where you've successfully communicated with non-technical users to resolve their issues.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific examples of how you've handled challenging support tickets in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show how you can drive first-contact resolution effectively.
✨Familiarise Yourself with ITSM Tools
If you have experience with ITSM tools like ServiceNow or Freshservice, be ready to talk about it. If not, do some research on how these tools work and be prepared to discuss how you would use them to log and manage tickets efficiently.
