OSM Service Desk Agent (24x7)

Tektora Limited; Basingstoke; Hybrid; GBP 38,000 - 63,000; Full time

Job summary

Tektora Limited is seeking a DV-cleared Service Desk Agent for a contract role in Hampshire, working on-site on a 24x7 rota. The role involves supporting end users across multiple products and systems, resolving routine incidents, and maintaining service availability in a secure environment.

The ideal candidate will have UK Sole National DV clearance, experience in a service desk across multiple products, and familiarity with ITSM ITIL processes.

Qualifications

• DV clearance is required (UK Sole National) with active DV clearance.
• Experience in service desk across multiple products and systems.
• Working knowledge of Microsoft products, OS, networks and applications.
• Able to work with autonomy and under pressure.
• Willing to work 24x7 shift rota.
• ITSM tooling and ITIL processes knowledge.
• Experience in secure/Defence environments and contributing knowledge articles.
• Experience supporting customer implementations.

Responsibilities

• Provide first-line technical support to end users across multiple products and systems.
• Resolve routine incidents and requests, escalating when needed to meet SLAs.
• Maintain service availability and monitor ticketing queues.
• Document actions taken and contribute to knowledge base articles.
• Work with customers on implementation-related tasks and deployments.
• Escalate complex issues to appropriate teams with clear ownership.
• Adhere to established ITIL processes and best practices.

Skills

Service desk

Microsoft products

ITSM tooling

ITIL process

Pressure handling

Autonomy

Job description

Location: Hampshire – Basingstoke, on site
Working Pattern: 24x7 shift rota
Type: Contract, outside IR35
Rate: Open to discussion
Clearance: UK Sole National with active DV Clearance
Company: Tektora, supporting a leading Defence and National Security IT provider

Tektora are supporting a leading Defence and National Security IT provider who are looking to speak with DV Cleared Service Desk Agents for a contract opportunity supporting end users across a secure, multi-customer estate on a 24x7 rota.

This role would suit someone who is self-sufficient resolving routine problems across several products and systems, is comfortable working under pressure with a degree of autonomy, and is looking to develop further across secure service operations.

The Role

You will be involved in:

• Supporting end users with technical queries across several products and systems, including Microsoft products, operating systems, networks, applications and PCs
• Resolving routine problems and enquiries across multiple product sets and technologies for multiple customers
• Dealing with unexpected problems and more complex escalations with a degree of autonomy
• Helping maintain the availability of IT services delivered to end users
• Taking ownership of listening to and understanding the customer's problem
• Escalating as necessary to deliver the required service level and meet or exceed SLA
• Following established processes and recommending improvements, documenting actions taken
• Delivering low to medium complexity work packages as part of customer implementation projects
• Monitoring performance through statistical reporting and analysis

Key Experience Required

• UK Sole National with active DV Clearance
• Service desk experience supporting end users across multiple products and systems
• Working knowledge of Microsoft products, operating systems, networks and applications
• Competent working under pressure with a degree of autonomy
• Strong problem ownership, diagnosis and timely resolution
• Willing to work a 24x7 shift rota
• ITSM tooling and ITIL process knowledge
• Previous delivery within a secure or Defence environmentExperience contributing knowledge articles and known error documentation
• Experience supporting customer implementation projects

Interested?

Tektora are looking to speak with DV Cleared Service Desk Agents who are open to contract opportunities and keen to develop further across secure service operations.