Level 2 IT Service Desk Analyst: Drive IT Support Excellence

ARA Group

Melbourne

Presencial

AUD 65.000 - 90.000

Jornada completa

Hace 2 días

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Descripción de la vacante

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.

Formación

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

Responsabilidades

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