Overview
The OSM Service Desk Agent will support end users on a 24x7 shift rota, assisting with technical queries across various products and systems within a secure multi-customer environment. This role involves resolving routine and escalated issues with a focus on delivering high-quality service while maintaining the availability of IT services. The successful candidate will work autonomously, ensuring customer satisfaction and contributing to continuous improvement processes.
Responsibilities
- Support end users with technical queries across multiple products and systems.
- Resolve routine problems and inquiries for diverse customer needs.
- Address unexpected issues and complex escalations with autonomy.
- Maintain IT service availability for end users.
- Listen to and understand customer problems to take appropriate ownership.
- Escalate issues as necessary to meet or exceed service level agreements (SLA).
- Document actions taken and recommend process improvements.
- Deliver low to medium complexity work packages for customer implementation projects.
Requirements
- Active UK Sole National DV Clearance is essential.
- Experience in service desk support for various products and systems.
- Working knowledge of Microsoft products, operating systems, networks, and applications.
- Ability to work efficiently under pressure with autonomy.
- Strong skills in problem ownership, diagnosis, and timely resolution.
- Willingness to work a 24x7 shift rota.
- Desirable: Knowledge of ITSM tooling and ITIL processes.
- Experience in a secure or Defence environment.