Service Desk Analyst – Level 2

About the role

Aurecon is looking for a Service Desk Analyst Level 2 to provide local and remote IT support across its global offices. The role focuses on delivering high‑quality customer service, resolving incidents, and supporting user adoption of technology.

Key responsibilities

• Resolve second‑level operational issues within service‑level targets.
• Perform monitoring, routine administration and escalation of incidents.
• Assist in planning, preparation and implementation of technical activities.
• Maintain accurate incident records in Aurecon systems.
• Participate in continuous improvement and documentation of processes.
• Handle major incidents, critical outages and provide timely communication to stakeholders.
• Collaborate with other support teams and senior technical staff as needed.

Required profile

• Minimum 3 years experience in commercial IT providing Level 2 desktop support.
• Experience handling major incidents and business‑critical outages.
• Bachelor’s degree in IT, Computer Science, Engineering or related field.
• Background in a managed‑services environment or Tech Assist Lounge is highly desirable.

Required skills

• Windows OS support and troubleshooting.
• Microsoft Office 365 suite (OneDrive, OneNote, Teams, Outlook).
• VMware, LAN, MFDs, printers and mobile device support (iOS, Android).
• PC hardware configuration and AutoCAD (or specialist engineering applications) support.
• ITIL service delivery framework knowledge.
• Experience with Call Management Software.