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

LA International; City Of London; On-site; GBP 28,000 - 36,000; Full time

Job summary

LA International is seeking a dedicated Service Desk Agent to join our 24/7 coverage in London. You will provide technical support across Microsoft products, OS, networks and PCs, diagnose incidents, and take ownership through to resolution while adhering to SLA targets.

Applicants should have prior service desk experience, strong troubleshooting and customer-service skills, and be comfortable operating in a structured, SLA‑driven environment. A 24/7 rotating shift in London is required.

Qualifications

• Experience in Service Desk, IT support or technical support.
• Experience supporting Microsoft products, OS, networks and PCs.
• Strong troubleshooting and problem‑solving skills.
• Experience in structured service management and SLA environments.
• Ability to own incidents through to resolution or escalation.
• Strong customer service and communication skills.
• Ability to work under pressure and maintain effectiveness.
• Strong teamwork and initiative, with personal ownership.
• Experience documenting resolutions, Known Errors and Workarounds.
• Willingness to work fully onsite in London on a 24/7 rotating shift.

Responsibilities

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

Skills

Service desk

IT support

Microsoft products

Troubleshooting

SLA processes

Ownership of incidents

Customer service

Teamwork

Documentation

Onsite London

Job description

LA International is seeking a dedicated Service Desk Agent to join our 24/7 coverage in London. You will provide technical support across Microsoft products, OS, networks and PCs, diagnose incidents, and take ownership through to resolution while adhering to SLA targets.

Applicants should have prior service desk experience, strong troubleshooting and customer-service skills, and be comfortable operating in a structured, SLA‑driven environment. A 24/7 rotating shift in London is required.