Level 2 IT Service Desk Analyst

ARA Group; Melbourne; Sur place; AUD 65 000 - 90 000; Plein temps

Résumé du poste

ARA Group in Melbourne VIC is seeking an experienced Level 2 IT Service Desk Analyst to join our dynamic team. This full-time role focuses on resolving level 2 incidents, documenting troubleshooting steps, and supporting the level 1 desk during busy periods.

You will troubleshoot within SLAs, manage ITSM updates, maintain IT security policies, and assist with migrations, upgrades and rollouts. Occasional interstate travel and after-hours work may be required.

Qualifications

• Minimum of 5 years' experience in an IT Operations/Service Desk support role including at least 2 years at level 2
• Strong troubleshooting skills and the ability to resolve end-user issues quickly
• Excellent customer service and communication skills, with active listening

Responsabilités

• Troubleshoot and resolve level 2 incidents within SLAs; escalate to level 3 if needed
• Document troubleshooting steps and resolutions in the ITSM platform
• Support the level 1 service desk during overflow or absence
• Maintain IT documentation, knowledge base articles, and support procedures
• Ensure compliance with IT security policies across users
• Support MS Teams, Zoom Rooms, and cloud-based phone systems
• Contribute to process improvements and service enhancements
• Mentor team members and assist with team development and progression
• Handle project activities (migrations, upgrades, rollouts); occasional afterhours; occasional interstate travel

Connaissances

Troubleshooting

Customer service

Communication

Microsoft technologies

Active Directory

Azure AD

Exchange Online

Microsoft 365

Intune MDM

Networking basics

VPN

TCP/IP

DNS

DHCP

Windows 11

Outils

Active Directory

Azure AD

Exchange Online

RDS

Microsoft 365

Intune

Description du poste

ARA Group is seeking an experienced Level 2 IT Service Desk Analyst to join our dynamic team in Melbourne VIC. As a Level 2 IT Service Desk Analyst, you will play a crucial role in providing technical support and resolving IT-related issues for our employees. This full-time position offers a rewarding opportunity to work in a fast-paced, collaborative environment and contribute to the overall success of our organisation.

Key responsibilities

Troubleshooting and resolving level 2 incidents within SLAs, escalating to level 3 if necessary

Updating incidents in the ITSM platform, providing detailed documentation of troubleshooting steps and resolutions

Supporting the level 1 service desk in times of overflow or absence

Maintaining the accuracy of IT documentation, knowledge base articles and support procedures

Maintaining IT security policy across the user base

Supporting MS teams & Zoom rooms, as well as cloud-based phone systems

Contribute to the continuous improvement of processes and services

Mentoring team members and assisting with team development and role progression

Project activities (migration, integration, upgrades, rollouts) as directed. Sometimes afterhours and weekends. Occasional interstate travel

Participate in a rotating shift roster between 6:00am and 6:30pm

About you

Minimum of 5 years' experience in an IT Operations/Service Desk support role including at least 2 years at level 2

Strong troubleshooting skills, ability to quickly identify and resolve end-user issues

Excellent customer service and communication skills (verbal and written). Practice active listening skills to better engage with customers

Strong working knowledge of Microsoft technologies including Active Directory, Azure AD, Exchange Online, RDS, Microsoft 365, Windows 11. Exposure to Intune MDM and security tools

A keen awareness for identifying potential operational and cyber security risks

A solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN and wireless technologies. Ability to troubleshoot network connection issues

Multitasking skills - the ability to work on multiple incidents simultaneously and prioritise them

Willingness to travel to any of ARA Group's offices as required

About us

ARA Group is a leading provider of integrated facilities management solutions, with a strong focus on delivering exceptional customer service. We pride ourselves on our innovative approach, commitment to sustainability and the exceptional quality of our work. As an employer, we value our employees and strive to create a positive, inclusive and collaborative work environment.

If you are an experienced Level 2 IT Service Desk Analyst who is passionate about providing excellent customer service, we encourage you to apply for this exciting opportunity.