Service Desk Agent 24/7 - DV Cleared

LA International; City Of London; On-site; GBP 28,000 - 36,000; Full time

Job summary

LA International is seeking a dedicated Service Desk Agent to join our 24/7 coverage in London. You will provide technical support across Microsoft products, OS, networks and PCs, diagnose incidents, and take ownership through to resolution while adhering to SLA targets.

Applicants should have prior service desk experience, strong troubleshooting and customer-service skills, and be comfortable operating in a structured, SLA‑driven environment. A 24/7 rotating shift in London is required.

Qualifications

• Experience in Service Desk, IT support or technical support.
• Experience supporting Microsoft products, OS, networks and PCs.
• Strong troubleshooting and problem‑solving skills.
• Experience in structured service management and SLA environments.
• Ability to own incidents through to resolution or escalation.
• Strong customer service and communication skills.
• Ability to work under pressure and maintain effectiveness.
• Strong teamwork and initiative, with personal ownership.
• Experience documenting resolutions, Known Errors and Workarounds.
• Willingness to work fully onsite in London on a 24/7 rotating shift.

Responsibilities

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

Skills

Service desk

IT support

Microsoft products

Troubleshooting

SLA processes

Ownership of incidents

Customer service

Teamwork

Documentation

Onsite London

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 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.