Level 2 IT Service Desk Analyst
Summary
Level 2 IT Service Desk Analyst at ARA Group in Melbourne, providing L2 technical support for employees: troubleshooting and resolving incidents within SLAs, documenting them in an ITSM platform, and supporting Microsoft 365, Teams/Zoom rooms and cloud phone systems. Core tech: Active Directory, Azure AD, Exchange Online, Intune, Windows 11, TCP/IP networking. Involves a rotating 6:00am–6:30pm shi
Salary: Competitive Salary Package
About the role
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. Click the "Apply Now" button to submit your application.
Direct applicants only - No recruitment agencies please