Service Desk Engineer
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, macOS, Microsoft 365, endpoint devices, applications, and identity management.
- Experience working with ITSM platforms such as ServiceNow 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.
- Knowledge of endpoint management tools such as Intune and related security platforms.
- Familiarity with automation and scripting, including PowerShell.
- Experience managing third\-party suppliers and technology partners.
- Ability to mentor and support 1st line colleagues while driving service improvements.
At OCU Group, we don’t just deliver infrastructure \- we help power modern life.
As one of the UK’s fastest\-growing utility and infrastructure businesses, we deliver complex, nationally critical projects across power, energy transition, water, telecoms, and digital infrastructure. Over the last five years, OCU has grown five\-fold to a £1\.1bn organisation, expanding both organically and through strategic acquisitions across the UK, Australia, New Zealand and India.
Our growth is driven by ambitious people, operational excellence, and a commitment to doing things properly. We work on projects that genuinely matter by supporting the UK’s energy transition, strengthening essential infrastructure, and helping build more sustainable communities for the future.
Whether you’re an experienced professional looking to take ownership of major projects and influence delivery at scale, or someone starting your career through an apprenticeship, graduate programme, or placement route, OCU offers real opportunity to grow, develop, and make an impact.
We are building a business where high performance, collaboration, innovation, and accountability sit at the centre of our culture. Our people are trusted to lead, encouraged to challenge thinking, and supported to continuously develop their skills and careers.
At OCU, you won’t just join a growing business, you’ll help shape it.
Our Culture \& Values
At OCU, our values are at the heart of everything we do. We care about safety, lead with integrity, strive to be better every day, make a positive impact, and deliver to grow, together, as One Company United.
Our Commitment to Inclusion
At OCU Group, we believe diversity, inclusion, and belonging are fundamental to building stronger teams, better ideas, and a more successful business. We welcome applications from people of all backgrounds and are committed to creating an environment where everyone feels valued and supported.
As part of our commitment to fairness and equality, candidates may be asked to complete an equal opportunities monitoring form during the recruitment process. This information is used for monitoring purposes only and plays no part in hiring decisions.
We are proud to be a Disability Confident employer and are committed to offering interviews to candidates with disabilities or long\-term health conditions who meet the essential criteria for the role.
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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