Service Desk Level Two Role Description Position Title :Service Desk Analyst – Level Two Reports To :IT Service Desk Manager / IT Operations Lead Location :Canberra, ACT (On-site or Hybrid depending on client) Role Purpose To provide advanced technical support and incident resolution for end users, escalating complex issues when necessary, and ensuring high-quality service delivery aligned with SLAs and ITIL standards. Key Responsibilities Respond to and resolve Level 2 incidents and service requests via phone, email, and ticketing systems. Troubleshoot hardware, software, network, and application issues across Windows, macOS, and mobile platforms. Perform root cause analysis and implement corrective actions. Escalate unresolved issues to Level 3 or specialist teams with detailed documentation. Maintain and update knowledge base articles and technical documentation. Support onboarding/offboarding processes including account setup, permissions, and device provisioning. Collaborate with Level 1 analysts to mentor and guide resolution strategies. Participate in change management and problem management processes. Ensure compliance with security policies and data protection standards. Skills & Experience 2–4 years in IT support or service desk roles. Strong knowledge of: Windows 10/11, macOS Active Directory, Exchange, Office 365 Remote desktop tools (e.g., TeamViewer, SCCM, Intune) ITSM platforms (e.g., ServiceNow, Jira Service Management) Familiarity with ITIL framework (certification preferred). Excellent communication and customer service skills. Ability to prioritize and manage multiple tasks under pressure.? Qualifications Certificate IV or Diploma in Information Technology or equivalent experience. ITIL Foundation certification (preferred). Microsoft, Cisco, or CompTIA certifications (desirable). If this sounds like you "APPLY NOW" or send your resume to " lucy.blumer@emenatetechnology.com.au " we are only accepting Australian Citizen's in the country. We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
