DV-Cleared 2nd/3rd Line Service Desk – Reading

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

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.