Level 2 IT Service Desk Analyst - Rotating Shifts and Travel

ARA Group Limited; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

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

Work includes maintaining IT security policy, supporting MS Teams & Zoom rooms and cloud-based phone systems, mentoring teammates, and contributing to process improvements.

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 with the ability to resolve end-user issues quickly.
• Excellent customer service and communication skills (verbal and written).
• Experience with Microsoft technologies including Active Directory, Azure AD, Exchange Online, RDS, Microsoft 365, Windows 11, Intune MDM, and security tools.

Responsibilities

• Troubleshooting and resolving level 2 incidents within SLAs, escalating to level 3 if necessary.
• Updating incidents in the ITSM platform with 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, including afterhours and weekends; occasional interstate travel.
• Participate in a rotating shift roster between 6:00am and 6:30pm.

Skills

Troubleshooting

End-user support

Customer service

Communication

Time management

Shift flexibility

Tools

Microsoft 365

Azure AD

Active Directory

Intune MDM

Job description

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

Work includes maintaining IT security policy, supporting MS Teams & Zoom rooms and cloud-based phone systems, mentoring teammates, and contributing to process improvements.