Service Desk Analyst - Level 2

About us:
WGA is an Australian and New Zealand company like no other – we are owned by our employees, loved by our long-term clients and have deep roots in our communities. With a team of over 700 people, WGA provides a rich, diverse, and empowered workplace, and offers you a chance to work alongside some of the best in the business.

WGA offers an outstanding working environment that fosters and supports mutual learning, respect, dignity, cultural openness, and an appreciation of differing perspectives and backgrounds. We strive to offer inspiring career paths and a selection of fantastic employee benefits including exceptional parental leave options, flexible hours and work from home capability and learning and development programs tailored to you.

We empower our engineers and designers to think outside the square and dare to be different in their delivery of tailored design engineering solutions across the Buildings, Transport, Water Infrastructure, Urban Development, Ports and Marine, Energy, Defence and Resources sectors.
 
About our approach:
We focus upon the core philosophy of delivering excellent engineering solutions for our valued Clients which allows us to create exceptional, long-term opportunities for our personnel. Our unique style of project delivery ensures that our people don't have to choose between maintaining hands on Engineering Design and corporate career options, they can have both!

About our Role:

• Provide Level 2 technical support for escalated incidents and service requests across multiple offices.
• Troubleshoot and resolve hardware, software, and network issues.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
• Contribute to the implementation and ongoing support of the new ITSM platform.
• Apply ITIL principles to incident, problem, and change management processes.
• Maintain accurate documentation and update knowledge base articles.
• Collaborate with Level 1 and Level 3 teams to ensure consistent service delivery.
• Ensure compliance with operational security practices and company policies.
• Participate in projects and continuous improvement initiatives.

About you:

• Australian Citizen
• Proven experience in IT support or a similar technical role (Level 2 or equivalent).
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple tasks effectively.
• Demonstrated understanding of operational security practices.
• Experience supporting users in a multi-office environment.
• Strong time management and organisational skills.
• Ability to build and maintain positive internal relationships.

Essential Technical Skills

• Knowledge of Microsoft 365 administration, Windows operating systems, and related services.
• Experience with Active Directory, Group Policy, and user account management.
• Exposure to Entra ID (Azure AD), Intune, and endpoint management.
• Knowledge of networking fundamentals (TCP/IP, DNS, VPN).
• Familiarity with ITSM tools and service desk best practices.
• Understanding of the SFIA framework.
• Experience with NinjaOne or similar RMM tools.

Desirable Skills

• Relevant IT degree or equivalent tertiary qualification.
• Exposure to cloud technologies and hybrid environments.
• Knowledge of backup and disaster recovery solutions.

About working with us:
At WGA we believe a diverse workplace fosters unique and progressive ideas and drives our culture of learning and sharing knowledge. We encourage all to apply because whatever your background you can progress your career and enjoy the benefits that only a privately owned organisation can offer.
Due to requirements for working across Defence related projects, Australian Citizenship and the ability to obtain Security Clearance is desired.
  
WGA is a Work180 endorsed workplace for women, find out more at WGA | WORK180 Endorsed Employer