Job Description
Job Title: 1st Line Contact Centre Agent (OSM Support)
Location: Central London (Close to Waterloo)
Working Arrangement: 100% Onsite (No remote or part-time working)
Shift patterns: 24/7
Salary & Benefits:
• £30,000 £35,000 base salary
• 10% DV Bonus
• Incentive Scheme
• 10% Employer Pension Contribution (when employee contributes 5%)
• 26 Days Annual Leave (plus bank holidays)
• Death in Service Benefit
Security Requirements:
• Must be a Sole UK National
(Unfortunately, we cannot accept dual nationals or those holding OCI/NICOP cards)
• Candidates can apply without current clearance
• Must be willing and eligible to undergo Developed Vetting (DV) and STRAP/Enhanced DV clearance
• Clearance must be in place before start date
Role Overview:
Do you thrive in a fast-paced technical support environment? Are you reliable, team-oriented, and keen to learn? Join our secure IT support team and help deliver critical services to a high-profile user community in a central London location.
Were looking for a 1st Line Contact Centre Agent to join our Operational Service Management (OSM) team. You ll be the first point of contact for technical support issues, supporting end users and escalating issues where appropriate. You ll work within a secure, on-premise environment alongside a wider team of 1st and 2nd Line engineers.
Key Responsibilities:
• Technical Support: Assist users with technical queries relating to Microsoft products, Windows OS, networks, applications, and secure systems.
• Incident Logging: Accurately log incidents using ITSM tools and ensure timely follow-up and resolution.
• Customer Service: Provide professional and empathetic support to users maintain high levels of satisfaction.
• Escalation & Diagnosis: Take ownership of issues, escalate where necessary, and help diagnose problems using available tools and documentation.
• Process Adherence: Follow established processes and help improve them through feedback and documentation.
• Service Monitoring: Track and contribute to KPIs and SLA compliance.
• Team Contribution: Work collaboratively with team members to maintain and improve the quality of service delivery.
Skills & Experience:
We re looking for candidates who have either:
• Some experience working on an IT Service Desk in a Windows environment
OR
• A recent graduate with a strong interest in IT support and a willingness to learn
In addition, the following soft skills are essential:
• Excellent communication and customer service abilities
• Reliability and a proactive attitude
• Team player mindset with a willingness to go above and beyond
Desirable Technical Skills:
Experience or familiarity with any of the following would be beneficial:
• Windows Server (2012/2019)
• Windows 11 VDI environments
• Active Directory & Group Policy
• DNS, DFS, WSUS, user account management
• Exchange 2013 (on Server 2008)
• Windows Log File Analysis
• Backup technologies (e.g. Veritas NetBackup, Veeam)
• Horizon Brokers, HCI Solutions
• Oracle/SQL
• VMware infrastructure
• OpenVMS
• IDAM (Identity Access Management)
Please note: Due to the nature of the environment, candidates must be UK nationals eligible for high-level government security clearance. This role cannot accept dual nationality applicants or those requiring visa sponsorship.
If you re passionate about IT support, eager to grow, and meet the security requirements, we encourage you to apply today. This is a unique opportunity to join a team supporting some of the UK s most secure and important infrastructure.
