24/7 Service Desk Agent — DV Cleared (London)

LA International; Basingstoke; On-site; GBP 27,000 - 38,000; Full time

Job summary

LA International is seeking a Service Desk Agent for 24/7 coverage in London, requiring active DV clearance. You will provide technical support for Microsoft products, operating systems, networks and PCs, diagnose incidents, and own issues through resolution within SLA targets.

The role emphasizes strong troubleshooting, customer service, and the ability to work in a fast-paced, 24/7 rotating shift environment. Security-cleared candidates are highly encouraged to apply.

Qualifications

• Experience in a Service Desk, IT Support or technical support role.
• Experience providing support across Microsoft products, operating systems, networks and PCs.
• Strong troubleshooting and problem-solving skills.
• Experience working in SLA-driven environments.
• Ability to take ownership from incident to resolution or escalation.
• Strong customer service and communication skills.

Responsibilities

• Provide technical support across Microsoft products, operating systems, networks, applications and PCs.
• Diagnose and resolve customer incidents within agreed timescales.
• Take ownership of issues and escalate where needed to technical teams.
• Follow service management processes and document actions and resolutions.
• Maintain service levels and SLAs.
• Support escalations and complex technical problems.
• Monitor service performance through reporting and analysis.
• Document Known Errors and workarounds in the knowledge base.
• Identify opportunities to improve service delivery and processes.
• Share knowledge and resolutions across the team.

Skills

Technical troubleshooting

Customer service

Team collaboration

Ownership & initiative

Effective communication

Education

Experience in IT support

Tools

Microsoft products

Operating systems

Computer networks

Job description

LA International is seeking a Service Desk Agent for 24/7 coverage in London, requiring active DV clearance. You will provide technical support for Microsoft products, operating systems, networks and PCs, diagnose incidents, and own issues through resolution within SLA targets.

The role emphasizes strong troubleshooting, customer service, and the ability to work in a fast-paced, 24/7 rotating shift environment. Security-cleared candidates are highly encouraged to apply.