At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for our awesome team.
- Company: Join ARA Group, a leader in integrated facilities management with a focus on innovation.
- Benefits: Enjoy competitive pay, a collaborative culture, and opportunities for professional growth.
- Other info: Flexible hours, occasional travel, and a chance to mentor others in the team.
- Why this job: Make a real impact while working with cutting-edge technology in a dynamic environment.
- Qualifications: 5+ years in IT support, strong troubleshooting skills, and excellent customer service.
The predicted salary is between 62100 - 75900 $ per year.
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
- Contributing 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
- Participating 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.
Level 2 IT Service Desk Analyst in Melbourne employer: ARA Group Limited
ARA Group is an exceptional employer that fosters a positive and inclusive work culture in Melbourne, VIC. As a Level 2 IT Service Desk Analyst, you will benefit from a collaborative environment that encourages professional growth through mentoring and continuous improvement initiatives. With a strong commitment to employee well-being and sustainability, ARA Group offers a rewarding opportunity to contribute to meaningful projects while enjoying a supportive team atmosphere.
