Service Desk Agent 24/7 - DV Cleared

LA International Computer Consultants Ltd; Basingstoke and Deane; On-site; GBP 26,000 - 38,000; Full time

Job summary

LA International Computer Consultants Ltd in London is seeking a Service Desk Agent 24/7 to provide frontline IT support across Microsoft products, operating systems, networks and PCs. You will diagnose incidents, own resolutions and escalate where needed within a strict SLA-driven environment.

The role requires DV clearance and willingness to work fully onsite on a rotating 24/7 shift pattern. Strong customer service, clear communication and teamwork are essential for success in this

Qualifications

• Experience in a Service Desk, IT Support or technical support role.
• Experience supportingMicrosoft 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 escalation.
• Strong customer service and communication skills.
• Ability to remain effective under pressure.
• Strong team-working skills and personal ownership.

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 escalate complex issues to appropriate technical teams.
• Follow established service management processes and 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.

Skills

Service Desk

IT Support

Troubleshooting

Customer Service

Incident Management

Ownership & Escalation

Communication Skills

Work Under Pressure

Teamwork

DV Clearance

Tools

Microsoft Windows

Networking Basics

ITSM Tools

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 escalate 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.

To apply, please send your CV by pressing the apply button.

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.