Service Desk Agent 24/7Must have an Active DV ClearanceService Desk Agent 24/7 ResponsibilitiesProvide 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 escalate 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 ExperiencePrevious 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 ..... full job details .....