IT Service Desk Analyst – Level 2
At MECCA,
we're
all about creating exceptional experiences — for our customers and our teams. Our Technology team plays a critical role in keeping our business running smoothly, and
we're
looking for a
n
IT Service Desk Analyst – Level 2 to help us do just that.
If you love solving complex technical problems, supporting others, and continuously improving how technology services are delivered, this could be the role for you.
The Role You Could Play
As a Level 2 IT Service Desk Analyst,
you'll
be the escalation point for more complex technical issues and a key contributor to improving service desk capability across MECCA.
You'll
:
Provide second-line support for incidents and service requests escalated from Level 1
Troubleshoot and resolve complex issues across hardware, software, networks, POS
systems
and business applications
Monitor and manage ticket queues to ensure SLA targets are consistently met
Escalate issues to Level 3 teams or vendors when
, with clear diagnostics and documentation
Perform root cause analysis and contribute to problem management initiatives
Create and
maintain
knowledge articles,
SOPs
and technical documentation
Support onboarding and offboarding processes, including access management and equipment setup
Mentor and
provide
technical guidance to Level 1 Service Desk Analysts
Communicate clearly and confidently with stakeholders throughout the incident lifecycle
What You Will Bring
You'll
bring a solid technical foundation, a customer-first mindset, and the confidence to take ownership of issues through to resolution.
Previous
experience in a
n
IT Service Desk or similar technical support role
Strong troubleshooting skills across Windows and macOS environments
Hands-on experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Knowledge of Active Directory,



user access
management
and group policies
Experience with ITSM tools such as ServiceNow or Jira Service Management
Understanding of networking fundamentals (DNS, DHCP, VPNs)
Ability to manage competing priorities in a fast-paced environment
Experience with Confluence and Jira
Your Life at MECCA
At MECCA,
you'll
be part of a passionate, collaborative technology team that genuinely cares about the people we support.
You'll
enjoy:
A supportive, values-led culture where people come first
Opportunities to contribute to continuous improvement and service excellence
Exposure to a diverse and dynamic retail technology environment
The chance to grow your technical skills and career within a purpose-driven organisation
If
you're
someone who does whatever it take
s
, takes ownership of outcomes, and thrives on helping others succeed through technology,
we'd
love to hear from you.
Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn't be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!
Some of our other team member benefits include:
Professional development programs and first-class digitised learning offering
Health and well-being initiatives
Reward and recognition programs
Access to bonus and incentive programs
Access to quarterly product allowance
Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy.
There are also so many other ways in which
you'll
be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.
To learn more about life at MECCA Brands, follow us on LinkedIn at
MECCA Brands
or @lifeatmecca and for all current opportunities, visit

📌 It Service Desk Analyst - Level 2 (Australia)
🏢 Mecca
📍 Australia