L2 Service Desk Analyst

📋 Description

• Own assigned tickets from initial investigation through to confirmed resolution.
• Resolve Level 1 and Level 2 incidents and service requests across client environments.
• Diagnose issues, identify root causes, and apply appropriate fixes.
• Recognise Level 3, privileged, infrastructure-wide, and security-related issues and escalate them
• Accurately prioritise tickets according to impact and urgency.
• Record accurate time, device, service, and resolution information against each ticket.

🎯 Requirements

• 3+ years of experience within a managed service provider or multi-client IT environment, working
• Strong hands-on experience administering Microsoft 365, including Entra ID, Exchange Online
• Strong knowledge of Windows 10/11, Active Directory, Group Policy, and remote support technologies.
• Proven ability to diagnose technical issues without relying solely on documented procedures.
• Experience providing direct client support and communicating technical matters clearly to
• Excellent written and spoken English, with the ability to communicate clearly, professionally, and

🎁 Benefits

• Get paid in Australian Dollars
• Medical insurance from day one for you + spouse (or parents if unmarried)
• Generous OPD coverage from doctor visits to all your medical needs
• Home office setup allowance to build your ideal workspace
• Internet allowance to keep you connected
• Gym & wellness allowance to stay fit and balanced