pinpoint
Service Desk Engineer
OCU Group
GBR
Full-time
Mid
Onsite
GBP 35000-45000 monthly / month
Discovered Today
Microsoft 365ServiceNowFreshserviceIntunePowerShell
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Microsoft 365ServiceNowFreshservice
Key Skills for This Role
Microsoft 365ServiceNowFreshserviceIntunePowerShell
Full Job Posting
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.
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 PowerShell.
Experience managing third-party suppliers and technology partners.
Ability to mentor and support 1st line colleagues while driving service improvements.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at OCU Group
SHESQ Advisor
, GBR
Discovered TodayFull-time
Subcontractor & Expenses Administrator
Stockport, GBR
Discovered TodayFull-time
Senior Project Manager
, GBR
Discovered YesterdayContract
Mobile Plant Fitter
Shaftesbury, GBR
Discovered YesterdayFull-time
Project Quantity Surveyor
London, GBR
Discovered YesterdayFull-time
Buyer
London, GBR
Discovered 3 days agoFull-time
Assistant Buyer
London, GBR
Discovered 3 days agoFull-time
Quality Advisor
Glasgow, GBR
Discovered 3 days agoFull-time