Level 2 IT Service Desk Support

Role Title:

Level 2 IT Service Desk SupportLocation:

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 and 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 janice.gomes@stottandmay.com for immediate ..... full job details .....