OSM Service Desk Agent (24x7)

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.

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