DV Cleared 1st Line OSM Contact Centre Agent

Experis Austria; Greater London; On-site; GBP 59,000 - 79,000; Full time

Job summary

The organisation is seeking a dedicated 1st Line OSM Contact Centre Agent to join their Service Desk in Central London, six months with potential extension. You'll provide first-line IT support across Microsoft products, networks and applications, logging incidents and guiding users through resolution.

You will work a 24/7 rota, develop knowledge of customer environments, and escalate complex issues while maintaining service levels.

Qualifications

• Experience providing 1st line IT support to end users.
• Proficient with Windows Server environments (AD, DNS, GP).
• Familiar with backup/VMware technologies.

Responsibilities

• Providing technical support to end users across Microsoft, networks, and applications
• Logging incidents and managing queries via incident management tools
• Developing an understanding of customer environments to deliver tailored support
• Following established processes, documenting actions, and suggesting improvements
• Diagnosing issues, escalating complex problems, and maintaining service levels
• Collaborating effectively with team members and stakeholders to resolve issues promptly
• Continuously updating your technical knowledge to support evolving business needs.

Skills

1st line IT support

Windows Server & AD

Networking basics

Incident management tools

Tools

Veritas NetBackup

VMware

Job description

Job Title: 1st Line OSM Contact Centre Agent

Location: Central London

Duration: Six months initial, with potential for extension

Rate: Up to £430 per day via an approved umbrella company

Shift Pattern: 24/7 rota (12-hour shifts: 7am - 7pm & 7pm - 7am)

Must be willing and eligible to go through DV clearance process

Our client, a reputable organisation, is hiring for a dedicated 1st Line OSM Contact Centre Agent to join their Service Desk team. This is an exciting opportunity to support a high-profile user community, ensuring the smooth operation of critical IT services.

What you'll be doing:

• Providing technical support to end users across multiple products and systems, including Microsoft, networks, and applications
• Logging incidents and managing queries via incident management tools
• Developing an understanding of customer environments to deliver tailored support
• Following established processes, documenting actions, and suggesting improvements
• Diagnosing issues, escalating complex problems, and maintaining service levels
• Collaborating effectively with team members and stakeholders to resolve issues promptly
• Continuously updating your technical knowledge to support evolving business needs.

What you'll bring:

• Strong problem-solving skills with the ability to work under pressure
• Experience supporting Windows Server environments, including Active Directory, DNS, and Group Policy
• Familiarity with backup solutions like Veritas NetBackup and VMware technologies
• Good understanding of user account management and basic network troubleshooting
• Excellent communication skills and a proactive approach
• Ability to work on a 24/7 shift rota

Desired Skills:

• Knowledge of Windows Server 2012/2019, Windows 11 VDI, Horizon Brokers, Veeam, and HCI solutions
• Experience with Oracle/SQL, Exchange 2013, and server infrastructure
• Familiarity with VMware, Open VMS, and IDAM systems

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.