Service Desk Agent 24/7 - DV Cleared

LA International; Basingstoke; On-site; GBP 27,000 - 38,000; Full time

Job summary

LA International is seeking a Service Desk Agent for 24/7 coverage in London, requiring active DV clearance. You will provide technical support for Microsoft products, operating systems, networks and PCs, diagnose incidents, and own issues through resolution within SLA targets.

The role emphasizes strong troubleshooting, customer service, and the ability to work in a fast-paced, 24/7 rotating shift environment. Security-cleared candidates are highly encouraged to apply.

Qualifications

• Experience in a Service Desk, IT Support or technical support role.
• Experience providing support across Microsoft products, operating systems, networks and PCs.
• Strong troubleshooting and problem-solving skills.
• Experience working in SLA-driven environments.
• Ability to take ownership from incident to resolution or escalation.
• Strong customer service and communication skills.

Responsibilities

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

Skills

Technical troubleshooting

Customer service

Team collaboration

Ownership & initiative

Effective communication

Education

Experience in IT support

Tools

Microsoft products

Operating systems

Computer networks

Job description

Service Desk Agent 24/7

Must have an Active DV Clearance

Service Desk Agent 24/7 Responsibilities

• Provide technical support across Microsoft products, operating systems, networks, applications and PCs.
• Diagnose and resolve customer incidents and technical enquiries within agreed timescales.
• Take ownership of customer problems and elevate complex issues to appropriate technical teams.
• Follow established service management processes and accurately document actions and resolutions.
• Maintain service levels and ensure customer expectations and SLAs are achieved.
• Support more complex escalations and unexpected technical problems.
• Monitor service performance through reporting and analysis.
• Maintain Known Errors, Workarounds and fixes within the knowledge database.
• Identify opportunities to improve service delivery and existing support processes.
• Share technical knowledge and effective resolutions across the Service Desk team.

Service Desk Agent 24/7 Skills and Experience

• Previous Service Desk, IT Support or technical support experience.
• Experience supporting Microsoft products, operating systems, networks, applications and PCs.
• Strong technical troubleshooting and problem-solving skills.
• Experience working within structured service management processes and SLA-driven environments.
• Ability to take ownership of incidents through to resolution or appropriate escalation.
• Strong customer service and communication skills.
• Ability to remain effective when working under pressure.
• Strong team-working skills with the ability to demonstrate initiative and personal ownership.
• Experience documenting technical resolutions, Known Errors and Workarounds.
• Willingness to work fully onsite in London on the required 24/7 rotating shift pattern.

Due to high volume of applications, only shortlisted CVs will be contacted.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 18 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.