Level 2 - IT Service Desk Analyst
Permanent Opportunity
Melbourne CBD

Role Overview:

We are seeking a technical and customer focused Level 2 IT Service Desk Analyst. This role is responsible for providing high quality IT support, managing service desk tickets and troubleshoot software and hardware issues, manage user accounts, and escalate unresolved issues to senior IT staff ensuring a seamless experience for our clients internal users. Your expertise will help our client maintain operational efficiency and enhance user satisfaction.

Key Responsibilities:

• Answer customer inquiries via phone and in-person, logging tickets in Freshservice.
• Assess, action, and escalate IT requests as necessary.
• Provide Level 2 technical support for hardware, software, and network issues.
• Manage user accounts, including creation, modification, and deletion as per IT processes.
• Troubleshoot and resolve common issues with printers and other peripherals.
• Assist in maintaining accurate information in Active Directory.
• Collaborate with the Service Desk team to identify and report trends in IT issues.

Key Selection Criteria:

• Experience with Freshservice or similar ticketing systems.
• Familiarity with Microsoft 365 administration and Exchange.
• Strong customer service skills, with a track record of handling difficult situations effectively.
• Experience with Azure and Intune for device management.
• Ability to troubleshoot printer issues and perform hardware repairs.
• Understanding of both on prem and cloud environments
• Applicants must have unrestricted working rights

If you are passionate about IT support and customer service, we want to hear from you! Please submit your CV to nataly.pinzon(@)aurec.com