L2 Service Desk Analyst

About the Role We are looking for a high-performing L2 Service Desk Analyst to join a managed IT service desk supporting a diverse portfolio of public-sector, community, and business clients. You will provide Level 1 and Level 2 technical support, taking ownership of tickets from initial investigation through to resolution. The role requires strong diagnostic capability, hands-on Microsoft 365 and identity experience, excellent client communication, and the ability to recognise when an issue requires specialist escalation. The successful candidate will be expected to operate at Level 3 – Competent, independently diagnosing issues beyond documented procedures, explaining root causes, documenting solutions, and supporting less experienced analysts. About the Client You will be working with an established Australian managed service provider with more than two decades of experience delivering technology services to organisations across Western Australia. The organisation operates an ITIL-aligned service desk and maintains ISO/IEC 27001:2022 certification. Its clients include public-sector and community organisations that value clear communication, reliable service, strong technical capability, and careful handling of sensitive information. Ideal Profile Essential Experience & Skills 3+ years of experience within a managed service provider or multi-client IT environment, working with Level 2 support issues. Strong hands-on experience administering Microsoft 365, including: Entra ID Exchange Online Intune Teams SharePoint 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 non-technical users. Excellent written and spoken English, with the ability to communicate clearly, professionally, and accurately. MS-900 certification held at the time of commencement. Ability to work securely within a controlled office environment. Successful completion of police and background screening. Strongly Preferred MD-102, MS-102, SC-300 or AZ-104 certification. SC-900 and/or AZ-900 certification. Experience with Autotask or a similar ticketing platform. Experience with Datto RMM or a comparable remote monitoring and management tool. Experience using IT Glue or similar documentation platforms. Citrix or virtual desktop experience. Experience supporting Australian, public-sector, or not-for-profit clients. High-Performance Indicators Demonstrable client satisfaction and service-level results. Strong ticket resolution and low ticket-reopen rates. Evidence of progressing through certifications successfully. Knowledge articles that have been adopted and used by other team members. Positive references from previous team leaders. Evidence of increased responsibility or progression within previous roles. Responsibilities Service Desk & Ticket Ownership 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 appropriately. Accurately prioritise tickets according to impact and urgency. Record accurate time, device, service, and resolution information against each ticket. Identify recurring issues and flag opportunities for further investigation. Microsoft & Endpoint Support Provide hands-on support across Microsoft 365, including Entra ID, Exchange Online, Intune, Teams, SharePoint, and OneDrive. Troubleshoot identity, access, authentication, mailbox, mail-flow, collaboration, and endpoint issues. Support Windows 10/11 environments, Active Directory, and Group Policy. Diagnose endpoint performance and compliance issues. Support Citrix, VPN, remote access, printing, scanning, and user-level telephony issues. Client Communication Provide clear, professional, and timely updates throughout the ticket lifecycle. Explain technical problems and solutions in straightforward language. Communicate what was found, what action is being taken, and when the client can expect the next update. Handle client calls and remote support sessions professionally and respectfully. Listen carefully and ensure client requirements and information are captured accurately. Documentation & Knowledge Management Document fixes that are not already covered by existing procedures. Create and maintain useful knowledge articles for recurring or newly resolved issues. Link relevant knowledge articles to tickets. Maintain accurate and complete ticket records. Security & Service Quality Follow security requirements including named accounts and multi-factor authentication. Protect client information and never record passwords in tickets or chat. Follow approved procedures for remote sessions and client access. Escalate security incidents and other specialist matters promptly. Ask for assistance early when an issue falls outside the appropriate level of responsibility. Maintain consistently high standards against service desk, quality, and client satisfaction measures. How we take care of our team 💰 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 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones