About the role

ARA 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 doing

- 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
- Contribute 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
- Participate in a rotating shift roster between 6:00am and 5:30pm

What we're looking for





- 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 cutting-edge 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 (City of Blacktown)
🏢 ARA Group
📍 City of Blacktown