IT Service Desk Analyst - Level 2
Richmond, Victoria, Australia · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Eligibility
- Candidates with prior IT service desk or technical support experience who can work onsite in Richmond, Victoria and handle second-line support responsibilities may apply.
- Resume
- Required to apply
Where you'll work
Job description
About the role
MECCA is seeking an IT Service Desk Analyst at Level 2 to join its technology function in Richmond, Victoria. This role supports the smooth running of the business by resolving more advanced technical issues and helping lift the overall capability of the service desk.
The position suits someone who enjoys troubleshooting challenging problems, assisting users, and improving the way technology support is delivered across the organisation.
What you’ll do
- Act as the second point of support for incidents and requests passed on from Level 1.
- Investigate and fix more complex issues involving hardware, software, networks, POS platforms, and business applications.
- Track and manage ticket backlogs so service level targets are achieved.
- Route issues to Level 3 teams or external suppliers when needed, ensuring documentation and diagnostics are clear.
- Carry out root cause analysis and assist with problem management work.
- Develop and update knowledge base articles, SOPs, and technical guides.
- Assist with onboarding and offboarding, including user access and device setup.
- Guide and support Level 1 Service Desk Analysts with technical mentoring.
- Communicate effectively with stakeholders throughout the incident and resolution process.
What you’ll need
- Prior experience in an IT service desk or similar technical support position.
- Solid troubleshooting ability in both Windows and macOS environments.
- Practical knowledge of Microsoft 365 tools such as Outlook, Teams, OneDrive, and SharePoint.
- Experience with Active Directory, access administration, and group policies.
- Familiarity with ITSM platforms like ServiceNow or Jira Service Management.
- Working understanding of networking basics such as DNS, DHCP, and VPNs.
- Ability to prioritise multiple tasks in a busy, fast-moving setting.
- Experience using Confluence and Jira.
Why MECCA
You’ll be part of a collaborative technology team that is focused on supporting people and improving service quality. The environment is values-led, customer-focused, and offers room to grow your technical capability and career in a dynamic retail setting.
Benefits
- Supportive culture built around shared values and a people-first approach.
- Opportunities to help shape continuous improvement and service excellence.
- Exposure to a varied and fast-paced retail technology environment.
- Career development in a purpose-driven organisation.
- Professional development programs and a strong digital learning offering.
- Health and wellbeing initiatives.
- Reward and recognition programs.
- Access to bonus and incentive programs.
- Quarterly product allowance.
- Generous discount for you and your immediate family, plus additional product allowance, subject to company policy.
- Other team celebrations and experiences that help you feel part of the MECCA story.
Additional information
MECCA describes its culture as solutions-focused, innovative, collaborative, adaptable, and fun. The company emphasises its customer-first mindset and expects team members to take ownership, support others, and contribute positively to the wider team.
The role is based in Richmond, Victoria, Australia and is a full-time onsite position.
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