The Opportunity
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
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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 stay 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!
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
[email protected].
