Service Desk Level Two

Service Desk Level Two Role Description
Position Title:Service Desk Analyst – Level Two
Reports To:IT Service Desk Manager / IT Operations Lead
Location:Canberra, ACT (On-site or Hybrid depending on client)

Role Purpose
To provide advanced technical support and incident resolution for end users, escalating complex issues when necessary, and ensuring high-quality service delivery aligned with SLAs and ITIL standards. 

Key Responsibilities

• Respond to and resolve Level 2 incidents and service requests via phone, email, and ticketing systems.
• Troubleshoot hardware, software, network, and application issues across Windows, macOS, and mobile platforms.
• Perform root cause analysis and implement corrective actions.
• Escalate unresolved issues to Level 3 or specialist teams with detailed documentation.