IT Service Desk Analyst – Hybrid/Remote Ready

WGA (Wallbridge Gilbert Aztec); City of Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

WGA, An AtkinsRéalis Company, is seeking a Level 2 IT Support specialist to provide escalated technical support across multiple Australian offices. The role focuses on hardware, software, and network troubleshooting, plus administering Microsoft 365 services and contributing to ITSM initiatives.

You will work with colleagues to ensure secure operations, maintain documentation, and participate in continual improvement projects within a dynamic, global engineering environment.

Qualifications

• Proven experience in IT support or similar Level 2 role.
• Strong troubleshooting across hardware, software and networks.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Provide Level 2 technical support for escalated incidents and service requests across multiple offices.
• Troubleshoot and resolve hardware, software, and network issues.
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
• Contribute to the implementation and ongoing support of a new ITSM platform.
• Apply ITIL principles to incident, problem, and change management processes.
• Maintain documentation and update knowledge base articles.
• Collaborate with Level 1 and Level 3 teams for consistent service delivery.
• Ensure compliance with operational security practices and company policies.
• Participate in projects and continuous improvement initiatives.

Skills

Microsoft 365 administration

Windows OS

Active Directory

Group Policy

Entra ID/Azure AD

Intune

Networking basics

ITSM tools

SFIA framework

NinjaOne / RMM tools

Education

IT degree or equivalent

Tools

NinjaOne

Job description

WGA, An AtkinsRéalis Company, is seeking a Level 2 IT Support specialist to provide escalated technical support across multiple Australian offices. The role focuses on hardware, software, and network troubleshooting, plus administering Microsoft 365 services and contributing to ITSM initiatives.

You will work with colleagues to ensure secure operations, maintain documentation, and participate in continual improvement projects within a dynamic, global engineering environment.