DV-Cleared Service Desk Agent — 24/7 On‑Site

Tektora; Basingstoke; Hybrid; GBP 33,000 - 42,000; Full time

Job summary

Tektora is seeking a UK Sole National with active DV clearance for a DV Cleared Service Desk Agent contract based on-site in Hampshire (Basingstoke). You will handle end-user IT queries across Microsoft products, OS, networks and applications, with a 24x7 shift pattern and an autonomous, proactive approach to problem resolution.

You'll contribute to incident resolution, maintain service availability, document actions and knowledge, and support customer implementation projects within a secure

Qualifications

• DV clearance (UK Sole National) required.
• Experience in service desk supporting end users across products and systems.
• Knowledge of Microsoft products, operating systems, networks and applications.
• Ability to work under pressure with autonomy.
• Willingness to work a 24x7 shift rota.
• ITSM tooling and ITIL process knowledge.
• Experience in secure/Defence environments.
• Experience contributing knowledge articles and known error documentation.
• Experience supporting customer implementation projects.

Responsibilities

• Support end users with technical queries across Microsoft products, OS, networks and PCs.
• Resolve routine problems across multiple product sets for multiple customers.
• Handle complex escalations with autonomy.
• Help maintain availability of IT services for end users.
• Listen to and understand the customer's problem and take ownership.
• Escalate as necessary to meet or exceed SLA.
• Follow established processes and document actions; suggest improvements.
• Deliver low to medium complexity work packages for customer implementations.
• Monitor performance through reporting and analysis.

Skills

DV Clearance

Service Desk

Microsoft products

ITIL/ITSM

Pressure handling

Shift work

Customer support

Tools

ITSM tooling

Job description

Tektora is seeking a UK Sole National with active DV clearance for a DV Cleared Service Desk Agent contract based on-site in Hampshire (Basingstoke). You will handle end-user IT queries across Microsoft products, OS, networks and applications, with a 24x7 shift pattern and an autonomous, proactive approach to problem resolution.

You'll contribute to incident resolution, maintain service availability, document actions and knowledge, and support customer implementation projects within a secure