Service Desk Analyst

Description

We are looking for a customer-focused and proactive Service Desk Analyst to join our Digital Technology team and deliver a first-class support experience across the business. As the first point of contact for IT support, you will play a key role in ensuring colleagues can work effectively by resolving incidents, fulfilling service requests, and providing clear, professional support.

This is an excellent opportunity for an experienced Service Desk professional who enjoys troubleshooting technical issues, delivering outstanding customer service, and contributing to continuous service improvement within a fast-paced, multi-site environment.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests, providing responsive and professional support.
• Drive high levels of first-contact resolution through effective troubleshooting and use of knowledge articles and runbooks.
• Accurately log, prioritise, investigate and resolve support tickets within agreed service levels.
• Perform high-quality triage of issues, gathering diagnostics and relevant information before escalation.
• Monitor ticket trends, identify recurring issues, and contribute to problem management and service improvement initiatives.
• Communicate effectively with users throughout the support lifecycle, providing regular updates and managing expectations.
• Escalate incidents to specialist teams with clear documentation and technical insight.
• Contribute to the creation and maintenance of knowledge articles, processes and support documentation.

Skills, Knowledge & Expertise

• Experience within a busy Service Desk or IT support environment, ideally supporting a multi-site or enterprise organisation.
• Strong troubleshooting and diagnostic skills with a proven ability to achieve high first-contact resolution rates.
• Good knowledge of Microsoft 365, including Outlook, Teams, OneDrive and SharePoint, together with Windows and macOS support.
• Experience supporting user accounts, permissions, MFA, password resets and access management processes.
• Familiarity with ITSM platforms such as Freshservice, ServiceNow or similar.
• Strong understanding of incident and request management processes within an ITIL-aligned environment.
• Excellent communication and customer service skills, with the ability to explain technical information in a clear and accessible way.
• Ability to manage multiple priorities while maintaining high standards of ticket quality and user experience.
• Experience working to SLAs and prioritising support activities based on business impact.
• Knowledge of remote support tools, connectivity troubleshooting and support for mobile or field-based users.
• Experience supporting major incidents and following defined escalation processes.
• Exposure to knowledge management and continuous improvement activities.
• Understanding of identity, access management and IT security best practices.
• Experience identifying recurring issues and contributing to service improvement initiatives.

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.

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.