Full time
Service Desk Level Two
Posted by Emanate Technology • Canberra, Australian Capital Territory, Australia
About the Role
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.
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