Service Desk Analyst – Level 2

About the role

Provide Level 2 technical support for escalated incidents and service requests across multiple offices, ensuring reliable IT services for users.

Key responsibilities

• Troubleshoot and resolve hardware, software, and network issues.
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Support the new ITSM platform and apply ITIL principles to incident, problem and change management.
• Maintain documentation and knowledge‑base articles.
• Collaborate with Level 1 and Level 3 teams to deliver consistent service.
• Participate in projects and continuous‑improvement initiatives.

Required profile

• Australian citizenship.
• Proven experience in IT support (Level 2 or equivalent) with strong troubleshooting skills.
• Excellent communication and customer‑service abilities.
• Ability to work independently, manage multiple tasks and build positive internal relationships.

Required skills

• Microsoft 365 administration.
• Windows operating systems.
• Active Directory, Group Policy, user account management.
• Entra ID (Azure AD), Intune and endpoint management.
• Networking fundamentals (TCP/IP, DNS, VPN).
• ITSM tools and service‑desk best practices.
• Familiarity with NinjaOne or similar RMM tools.

What we offer

• Industry‑leading parental leave.
• Flexible working arrangements and work‑from‑home opportunities.
• Learning and development programs.
• Diverse and inclusive workplace culture.