L2 Service Desk Analyst

About the Role We are looking for a high-performing L2 Service Desk Analyst to join a managed IT service desk supporting a diverse portfolio of public-sector, community, and business clients. You will provide Level 1 and Level 2 technical support, taking ownership of tickets from initial investigation through to resolution. The role requires strong diagnostic capability, hands-on Microsoft 365 and identity experience, excellent client communication, and the ability to recognise when an issue requires specialist escalation. The successful candidate will be expected to operate at Level 3 – Competent, independently diagnosing issues beyond documented procedures, explaining root causes, documenting solutions, and supporting less experienced analysts. About the Client You will be working with an established Australian managed service provider with more than two decades of experience delivering technology services to organisations across Western Australia. The organisation operates an ITIL-aligned service desk and maintains ISO/IEC 27001:2022 certification. Its clients include public-sector and community organisations that value clear communication, reliable service, strong technical capability, and careful handling of sensitive information. Ideal Profile Essential Experience & Skills 3+ years of experience within a managed service provider or multi-client IT environment, working with Level 2 support issues. Strong hands-on experience administering Microsoft 365, including: Entra