OSM Service Desk Agent (24x7)

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

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 environment
• Experience 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.