Level 2 IT Service Desk Support

Overview

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.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.Requirements

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 considerationJob Details

Seniorit y level: Mid-Senior levelEmployment type: Full-timeJob function: Information TechnologyIndustries: Staffing and ..... full job details .....