Level 2 IT Service Desk Support

Posted 16 September 2025
Salary Competitive
LocationLondon
Job type Contract
Discipline Software Engineering
Reference74941

Job description

Role Title: Level 2 IT Service Desk Support
Location: London (Office-based, 5 days per week)
Contract Type: Contract (6 months)
Day Rate: £212 (Inside IR35)

About the Role

We are seeking an experienced Level 2 IT Service Desk Support Engineer to join a London office. This role will be fully office-based and will focus on delivering high-quality second-line IT support across hardware, software, and network environments. You will play a key role in troubleshooting, incident resolution, and knowledge sharing within the service desk team.

Key Responsibilities

  • Provide second-level support for incidents and requests via multiple channels, ensuring timely and effective resolution.

  • Deliver in-person support at head office, assisting with hardware requests and maintaining asset management records.

  • Diagnose and resolve issues with Windows operating systems, applications, and hardware.

  • Administer IT systems, including Active Directory and cloud platforms.

  • Troubleshoot and resolve network connectivity issues (TCP/IP, DNS, DHCP, VPN).

  • Escalate incidents to higher support levels with clear documentation of troubleshooting steps.

  • Use remote tools and diagnostic utilities to resolve end-user issues.

  • Contribute to knowledge base articles and promote knowledge sharing within the team.

  • Mentor and support Level 1 staff, providing training and cross-skilling where required.

  • Participate in managing major incidents, focusing on user communications.

  • Identify process improvements and opportunities for automation.

  • Uphold ITIL-aligned best practices and service operations standards.

Your Profile

Essential Skills & Experience

  • 3+ years’ experience in Level 2 IT Service Desk Support.

  • Proficiency with ServiceNow or similar ITSM ticketing tools.

  • Experience with remote desktop support tools.

  • Strong knowledge of Windows OS configuration, administration, and troubleshooting.

  • Solid networking knowledge (TCP/IP, DNS, DHCP, VPNs).

  • Proven ability to troubleshoot and resolve hardware issues, including replacement of components.

  • Experience with system administration tasks, including AD and cloud platforms.

  • Advanced troubleshooting skills for both software and hardware.

Desirable

  • Familiarity with the ITIL framework, particularly incident management processes.


Please email CV to [email protected] for immediate consideration