Service Desk Analyst - Level 2

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

About Us

WGA, An AtkinsRéalis Company, is a multidisciplinary engineering and project management consultancy delivering complex infrastructure projects across Australia and New Zealand. Combining deep local knowledge with global capability, we connect our clients to an extensive network of engineering specialists, innovative solutions, and industry-leading expertise across the transportation, water, power and renewables, ports and marine, defence, resources, and industrial sectors.

About Us

WGA, An AtkinsRéalis Company, is a multidisciplinary engineering and project management consultancy delivering complex infrastructure projects across Australia and New Zealand. Combining deep local knowledge with global capability, we connect our clients to an extensive network of engineering specialists, innovative solutions, and industry-leading expertise across the transportation, water, power and renewables, ports and marine, defence, resources, and industrial sectors.

With a team of over 800 people, WGA provides a rich, diverse, and empowered workplace and offers you a chance to work alongside some of the best in the business. We offer a collaborative work environment that promotes mutual learning, respect, dignity, cultural openness, and an appreciation for diverse perspectives and backgrounds.

At WGA, you'll find inspiring career pathways, opportunities to learn from technical specialists, and the support to grow professionally and personally. We offer a range of employee benefits, including industry-leading parental leave, flexible working arrangements, work-from-home opportunities, and learning and development programs designed to help you succeed.

About Our Approach

We focus upon the core philosophy of delivering excellent engineering solutions for our valued Clients which allows us to create exceptional, long-term opportunities for our personnel. Our unique style of project delivery ensures that our people don't have to choose between maintaining hands on Engineering Design and corporate career options, they can have both!

About Our Role

• 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 the new ITSM platform.
• Apply ITIL principles to incident, problem, and change management processes.
• Maintain accurate documentation and update knowledge base articles.
• Collaborate with Level 1 and Level 3 teams to ensure consistent service delivery.
• Ensure compliance with operational security practices and company policies.
• Participate in projects and continuous improvement initiatives.

About you:

• Australian Citizen
• Proven experience in IT support or a similar technical role (Level 2 or equivalent).
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple tasks effectively.
• Demonstrated understanding of operational security practices.
• Experience supporting users in a multi-office environment.
• Strong time management and organisational skills.
• Ability to build and maintain positive internal relationships.

Essential Technical Skills

• Knowledge of Microsoft 365 administration, Windows operating systems, and related services.
• Experience with Active Directory, Group Policy, and user account management.
• Exposure to Entra ID (Azure AD), Intune, and endpoint management.
• Knowledge of networking fundamentals (TCP/IP, DNS, VPN).
• Familiarity with ITSM tools and service desk best practices.
• Understanding of the SFIA framework.
• Experience with NinjaOne or similar RMM tools.

Desirable Skills

• Relevant IT degree or equivalent tertiary qualification.
• Exposure to cloud technologies and hybrid environments.
• Knowledge of backup and disaster recovery solutions.

About working with us:

At WGA, we believe a diverse workplace fosters unique and progressive ideas and drives our culture of learning and knowledge sharing. We welcome applications from all candidates from all backgrounds. Join us and advance your career while enjoying the unique benefits and opportunities that come with being part of a local team with global reach.

WGA is a Work180 endorsed workplace for women, find out more at WGA | WORK180 Endorsed Employer