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.
- 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.?
- 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.
