At a Glance
- Tasks: Provide expert 2nd line support and resolve complex tech issues.
- Company: Join OCU Group's innovative Digital Technology team.
- Benefits: Competitive salary, flexible working, and opportunities for growth.
- Other info: Dynamic environment with a focus on customer service and continuous improvement.
- Why this job: Make a real impact by enhancing technology support for colleagues.
- Qualifications: Experience in technical support and strong troubleshooting skills required.
The predicted salary is between 31500 - 38500 £ per year.
Description
Join OCU Group's Digital Technology team as a Service Desk Engineer, where you'll play a vital role in delivering stable, responsive, and reliable technology support across the business.
As a key member of the Service Operations team, you'll provide expert 2nd line support, resolving complex technical issues and ensuring colleagues can work safely, productively, and without interruption.
Department
OCU Digital
Location
- Preston
- Description
Join OCU Group's Digital Technology team as a Service Desk Engineer, where you'll play a vital role in delivering stable, responsive, and reliable technology support across the business.
As a key member of the Service Operations team, you'll provide expert 2nd line support, resolving complex technical issues and ensuring colleagues can work safely, productively, and without interruption.
Working closely with 1st line support, Digital Engineering teams, Workplace Services, and third-party providers, you'll investigate and resolve incidents across end-user devices, applications, Microsoft 365, and identity and access management services.
You'll also contribute to service improvement initiatives, root cause analysis, knowledge management, and major incident response activities.
Key Responsibilities
- Provide 2nd line technical support for escalated incidents and service requests.
- Diagnose and resolve complex issues across devices, applications, Microsoft 365, and user access.
- Manage incidents through to resolution within agreed service levels.
- Escalate issues where necessary, providing clear technical analysis and recommendations.
- Communicate effectively with users and stakeholders throughout the incident lifecycle.
- Contribute to knowledge management, problem management, and continuous service improvement.
- Maintain accurate documentation of incidents, resolutions, and technology changes.
- What You'll Bring
- Experience in a 2nd Line Support, Technical Support, or Service Desk role within a large-scale IT environment.
- Strong troubleshooting skills across Windows, mac OS, Microsoft 365, endpoint devices, applications, and identity management.
- Experience working with ITSM platforms such as Service Now or Freshservice.
- Understanding of incident, problem, and change management processes.
- Strong analytical skills with the ability to identify root causes and reduce repeat incidents.
- Excellent communication skills, with the ability to explain technical issues to non-technical users.
- A customer-focused mindset with a passion for delivering high-quality service.
Desirable Experience
- Exposure to major incident management and problem management activities.
- Knowledge of endpoint management tools such as Intune and related security platforms.
- Familiarity with automation and scripting, including Power Shell.
- Experience managing third-party suppliers and technology partners.
- Ability to mentor and support 1st line colleagues while driving service improvements.
This is an excellent opportunity for a skilled IT support professional to join a growing organisation and help shape a high-performing, customer-focused digital support service.
To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process is, by emailing recruitment@ocugroup. com.
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Service Desk Engineer employer: OCU
At OCU, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters innovation and collaboration. Our employees benefit from comprehensive growth opportunities, competitive pension plans, and the chance to work on cutting-edge projects in the UK. Join us to be part of a team that values your contributions and supports your professional development in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what OCU values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges OCU might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at OCU!
✨Direct Apply to OCU
Let's not forget to apply directly through the OCU website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at OCU.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at OCU. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at OCU
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
