About the roleARA Group is seeking an experienced Level 2 IT Service Desk Analyst to join our dynamic team in Northwest Sydney.
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.What you'll be doingTroubleshooting and resolving level 2 incidents within SLAs, escalating to level 3 if necessaryUpdating incidents in the ITSM platform, providing detailed documentation of troubleshooting steps and resolutionsSupporting the level 1 service desk in times of overflow or absenceMaintaining the accuracy of IT documentation, knowledge base articles, and support proceduresMaintaining IT security policy across the user baseSupporting MS teams & Zoom rooms, as well as cloud-based phone systemsContribute to the continuous improvement of processes and servicesMentoring team members and assisting with team development and role progressionProject activities (migration, integration, upgrades, rollouts) as directed.
Sometimes afterhours and weekends.




Occasional interstate travelParticipate in a rotating shift roster between 6:00am and 5:30pmWhat we're looking forMinimum 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 issuesExcellent customer service and communication skills (verbal and written).
Practice active listening skills to better engage with customersStrong working knowledge of Microsoft technologies including Active Directory, Azure AD, Exchange Online, RDS, Microsoft 365, Windows 11.
Exposure to Intune MDM and security toolsA keen awareness for identifying potential operational and cyber security risksA solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN and wireless technologies.
Ability to troubleshoot network connection issuesMultitasking skills – the ability to work on multiple incidents simultaneously and prioritise themWillingness to travel to any of ARA Group's offices as requiredAbout usARA 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.
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📌 Level 2 It Service Desk Analyst (New South Wales)
🏢 ARA Group
📍 New South Wales