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 escalates 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.
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Service Desk Agent 24/7 - DV Cleared (IT) / Contractor in City of Westminster employer: Free-Work UK
Free-Work UK is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the fast-paced field of cloud technology. Employees benefit from comprehensive professional development opportunities, competitive remuneration, and the chance to work in a highly secure environment that values integrity and excellence. With a focus on employee well-being and a commitment to fostering a supportive team atmosphere, Free-Work UK stands out as a rewarding place for those looking to make a meaningful impact in their careers.
