Level 2 Msp Technician

Real Bytes Pty Ltd; Canberra; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flex Your Way

Wellbeing That Matters

Learn Without Limits

Work That Makes an Impact

Build Your Future

And Much More

Job summary

Leidos Australia is seeking a Service Desk Analyst to provide Level 1 and Level 2 ICT support within a mission-critical network monitoring and operations environment. You will be the first contact for users, ensuring timely incident resolution and service restoration in an ITIL-aligned framework.

This role requires Australian citizenship and eligibility for a TSPV security clearance; you will operate across 24x7 environments, monitor infrastructure, coordinate escalations with specialist teams,

Qualifications

• Demonstrated troubleshooting across ICT environments.
• Strong written and verbal communication with stakeholders.
• Ability to manage competing priorities in a fast-paced environment.
• Customer-focused mindset with dedication to positive service outcomes.
• Attention to detail, accountability, teamwork and composure under pressure.

Responsibilities

• Manage incidents and service requests with logging, categorisation and timely communication.
• Monitor ICT infrastructure, network services, apps and dashboards for issues.
• Perform triage, coordinate escalations and support service restoration.
• Deliver responsive customer support including onboarding and access management.
• Contribute to documentation, knowledge sharing and service improvements.

Skills

Troubleshooting ICT environments

Communication skills

Prioritisation in fast-paced settings

Customer-focused mindset

Attention to detail & teamwork

Job description

Service Desk Analyst

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life.

Backed by a global organisation of more than 40,000 people, our Australian team of around 2,000 has partnered with government, defence and national security customers for more than 30 years. We deliver mission‑critical solutions where reliability, trust and purpose matter.

Leidos is a destination for people who want their work to have purpose, their contribution to be recognised, and their career to grow without needing to fit a single mould. Meaningful work is supported by benefits, flexibility and career pathways that help you grow while balancing life outside work. This includes:

• Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part‑time arrangements, job sharing, and compressed hours.
• Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.
• Learn Without Limits – Access over 120,000 on‑demand courses, alongside technical, project management, leadership, and professional development opportunities.
• Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.
• Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.
• And Much More – These are just a few of the ways we invest in our people and help them thrive.

About the Team

You’ll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes.

We deliver secure, resilient and innovative technology services that enable Defence enterprise and warfighting capabilities across multiple classified domains and networks. We provide world‑class ICT operations and agile digital modernisation using advanced analytics, automation, hybrid cloud, DevSecOps, Infrastructure as Code, cybersecurity and AI to optimise highly complex, mission‑critical environments.

The Opportunity

The Service Desk Analyst provides Level 1 and Level 2 ICT support within a mission‑critical network monitoring and operational support environment. Acting as a first point of contact for users, this role ensures timely incident resolution, service restoration, and escalation of technical issues impacting network availability, performance, and operational capability. Working within an ITIL‑aligned service management framework, the role supports 24x7 operational environments through proactive monitoring, incident management, customer engagement, and collaboration with technical support teams.

The position will only be open to Aboriginal or Torres Strait Islander applicants. The filling of this position is intended to constitute an equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth).*

Key responsibilities include:

• Manage incidents and service requests, including logging, categorisation, prioritisation, resolution, and customer communication within agreed service levels.
• Monitor ICT infrastructure, network services, applications, and operational dashboards to identify service degradation, outages, and performance issues.
• Perform incident triage and diagnosis, coordinate escalations to specialist teams, and support service restoration, recovery, and major incident activities.
• Deliver responsive customer support, including troubleshooting assistance, onboarding support, account administration, and access management.
• Contribute to continuous improvement through operational documentation, knowledge management, service improvement initiatives, and compliance activities.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

• Demonstrated troubleshooting and diagnostic skills across ICT environments.
• Strong written and verbal communication skills with the ability to engage effectively with stakeholders and customers.
• Proven ability to manage competing priorities in a fast‑paced operational environment.
• Customer‑focused mindset with a commitment to delivering positive service outcomes.
• Strong attention to detail, accountability, teamwork, and the ability to remain calm under pressure.

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain a TSPV security clearance.

What to Expect When You Apply

Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:

• An initial conversation with our Talent Acquisition team
• An interview with the hiring manager or interview panel

We’ll let you know what to expect before each stage, including who you’ll meet and how to prepare. If you need any adjustments or support during the process, please let us know.

Ready to explore what’s possible?

If this sounds like a role where you can make an impact and continue to grow, we’d like to hear from you.

* s.27 of the Discrimination Act 1991 (ACT) / s.105 of the Anti‑Discrimination Act 1991 (Qld) / s.65 of the Equal Opportunity Act 1984 (SA) / s.12 of the Equal Opportunity Act 2010 (Vic) and s 8(4) of the Charter of Human Rights and Responsibilities Act 2006 (Vic).

If you’re looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We’re not hiring followers. We’re recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We’re already at step 30 — and moving faster than anyone else dares.