Service Desk Analyst Level 2

About Orro

We're an Australian success story, now close to 500 people strong, delivering secure, end-to-end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia's biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 business and over 20 million Australians every single4 day.

Our mission? To create "future now" solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they're with. but more than that, we know that real impact comes from connecting people, not just machines. That's why we take time to understand our clients; how they work, what matters to them, and where they're headed so we can deliver not just what they need today, but what they'll need next.

With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and across New Zealand, the Philippines and the UK, Orro is known for delivering future-ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.

POSITION OVERVIEW

We are looking for an experienced Service Desk Analyst Level 2 to join our growing team. Orro Group has a supportive team-based culture in which team members are expected to be proactive, self-sufficient and hands-on. You will be part of a highly motivated team of over-achievers charged with ensuring that customers obtain the very best of outcomes from their service.

We are looking for a Service Desk Analyst Level 2 who will be an efficient and effective problem solving, investigation, escalation and resolution of incidents and service requests as logged by clients.

POSITION RESPONSIBILITIES

Your main responsibilities will include but are not limited to:

• Provide general remote support (via email and telephone) of NW Computing customers, covering technical issues including desktop support, software, cloud computing,

telephony, networking, internet connectivity and peripherals.

• Work to resolve Incidents, Service Requests and Changes wherever possible on first contact, utilising resources available, to the satisfaction of the clients.

• Attend in person onsite for Incidents, Service Requests, Changes and Project work as required at client locations or other NW Computing offices.

• Escalate issues unable to be resolved to higher level technicians or specialists, providing adequate documentation about the issue and steps already taken.

• Manage deadlines and commitments, including onsite appointments, made with clients, team members and managers.

• Provide clear, professional and effective communication to clients, team members and other stakeholders to manage expectations and update on the progress and

resolution of work.

• Assist co-workers in working to resolve issues.

• Assist with major projects as requested/directed.

KNOWLEDGE, EXPERIENCE & QUALIFICATIONS

We are looking for a well-organised professional, with initiative and enthusiasm.

You will have more than 2 years' experience in relevant roles and will have a good mix

of the following skills, knowledge & experience:

• Good verbal and written communication skills.

• Diploma or Bachelor level computing or IT degree, or equivalent experience

• Industry relevant certifications (e.g. Microsoft, CompTIA A+, ITIL, Cisco).

• High level end user computing knowledge, including common software and operating systems, computer hardware and networking.

• Excellent problem-solving skills, with an ability to consider wider impacts of issues, outages and potential solutions beyond those initially reported.

• Experience in an IT helpdesk/service desk, with client-facing interactions.

• Experience with IT projects or within problem management teams.

Please take note only shortlisted will be contacted.

Why Orro?

At Orro, we're proud to support our people and the people who matter most to them in meaningful and inclusive ways. From public holiday swaps that embrace family and cultural diversity, to generous parental and caregiver leave, flexible work options, and company-wide mentoring, we're here to help you thrive at every stage of life. We also invest in the future through our Emerging Leaders Development Program, nurturing the next generation of talent from within. On top of that, you'll enjoy 3 days paid volunteer leave each year, employee discounts, and full access to our wellbeing platform packed with expert fitness plans, nutrition tips, and tools to help you feel your best, inside and out.