2nd / 3rd Line Service Desk (DV)

LA International; Reading; On-site; GBP 90,000 - 117,000; Full time

Job summary

LA International is seeking an experienced 2nd/3rd Line Service Desk professional near Reading. The role is initially 6 months, with imperative DV clearance and ASAP start. Rate ranges £65-£85 per hour, inside IR35. Location is Reading and candidates with high-level security clearances are welcome to apply.

The candidate will handle EUC hardware, Windows 10/11, M365 issues, AD administration, and ITIL-aligned ITSM processes using ServiceNow. Strong customer service and VIP support are essential.

Qualifications

• Experience in service desk/IT support in medium/large enterprise.
• Second-line exposure encouraged for strong first-line analysts.
• Hands-on EUC hardware/break-fix on enterprise devices (HP/Lenovo/Dell).
• Troubleshooting Windows 10/11 and Microsoft 365; imaging, drivers, BitLocker, user profiles.
• Active Directory administration with GPO awareness.
• HP multifunction printer support.
• Networking basics (TCP/IP, DNS, DHCP, Wi-Fi, VPN).
• Basic Windows Server and file/print services for first-level checks.
• ITIL-aligned ITSM processes; ServiceNow tooling.
• Strong customer service and communication with senior/VIP users.

Responsibilities

• Provide 2nd/3rd line support for IT issues in a large enterprise.
• Troubleshoot and resolve EUC hardware/software problems on enterprise devices.
• Perform Windows 10/11 & M365 troubleshooting, imaging, drivers, BitLocker, profiles.
• Administer Active Directory users, computers, groups; understand Group Policy.
• Support HP printers and network connectivity (TCP/IP, DNS, DHCP, VPN).
• Carry out basic Windows Server checks and escalate where needed.
• Adhere to ITIL/ITSM practices and SLA commitments (ServiceNow).
• Deliver excellent customer service, including interactions with senior/VIP users.

Skills

Service desk experience

Second-line exposure

EUC hardware break/fix

Windows 10/11 & Microsoft 365

Active Directory administration

Printer support

Networking fundamentals

Windows Server familiarity

ITIL/ITSM (ServiceNow)

VIP/customer service

Intune (Described)

Software deployment & patching

ITIL Foundation/Certs

PowerShell scripting

Tools

ServiceNow

Job description

Our client is a global systems integrator who requires an experienced 2nd / 3rd Line Service Desk for a customer based near to Reading.

START: ASAP

DURATION: INITIALLY 6 MONTHS

RATE: £65.00 - £85.00 PER HOUR

IR35: INSIDE IR35

LOCATION: READING

CLEARANCE: DV

ESSENTIAL EXPERIENCE AND CAPABILITIES

• Experience in a service desk, desktop support or IT support role in a medium or large enterprise, ideally with some second-line exposure. Strong first-line analysts ready to step up are encouraged to apply.
• Strong hands-on EUC hardware and break/fix experience on enterprise devices (HP, Lenovo or Dell).
• Strong Windows 10/11 and Microsoft 365 troubleshooting, including builds, imaging, drivers, BitLocker and user profile issues.
• Practical Active Directory user, computer and group administration, with a working awareness of Group Policy.
• Experience supporting HP multifunction printers.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN) and familiarity with CAT5/fibre patching.
• Basic understanding of Windows Server and file and print services, enough to carry out first-level checks and escal...
• Experience of ITIL-aligned ITSM processes, SLA adherence and tooling such as ServiceNow.
• Strong customer service and communication skills, including with senior and VIP users.

DESIRABLE SKILLS

• Microsoft Intune: device enrolment, compliance and configuration policies, application deployment and troubleshooting. Exposure to Windows Autopilot is an advantage.
• Software deployment, patching and troubleshooting failed installs.
• ITIL Foundation, CompTIA A+ or Network+, and Microsoft certifications.
• Conference room/AV support and basic PowerShell scripting.

BEHAVIOURS

• Service-focused, structured and methodical.
• Professional, proactive and calm under pressure.
• Team player who shares knowledge and collaborates well.
• Reliable, politically aware and committed to continuous improvement.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 18 weeks.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.