IT Service Desk Analyst - Level 2

IT Service Desk Analyst – Level 2 

At MECCA, we’re all about creating exceptional experiences — for our customers and our teams. Our Technology team plays a critical role in keeping our business running smoothly, and we’re looking for an IT Service Desk Analyst – Level 2 to help us do just that. 

If you love solving complex technical problems, supporting others, and continuously improving how technology services are delivered, this could be the role for you. 

The Role You Could Play 

As a Level 2 IT Service Desk Analyst, you’ll be the escalation point for more complex technical issues and a key contributor to improving service desk capability across MECCA. 

You’ll: 

• Provide second-line support for incidents and service requests escalated from Level 1 

• Troubleshoot and resolve complex issues across hardware, software, networks, POS systems and business applications 

• Monitor and manage ticket queues to ensure SLA targets are consistently met 

• Escalate issues to Level 3 teams or vendors when required, with clear diagnostics and documentation 

• Perform root cause analysis and contribute to problem management initiatives 

• Create and maintain knowledge articles, SOPs and technical documentation 

• Support onboarding and offboarding processes, including access management and equipment setup 

• Mentor and provide technical guidance to Level 1 Service Desk Analysts 

• Communicate clearly and confidently with stakeholders throughout the incident lifecycle 

What You Will Bring 

You’ll bring a strong technical foundation, a customer-first mindset, and the confidence to take ownership of issues through to resolution.  

• Previous experience in an IT Service Desk or similar technical support role 

• Strong troubleshooting skills across Windows and macOS environments 

• Hands-on experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) 

• Knowledge of Active Directory, user access management and group policies 

• Experience with ITSM tools such as ServiceNow or Jira Service Management 

• Understanding of networking fundamentals (DNS, DHCP, VPNs) 

• Ability to manage competing priorities in a fast-paced environment 

• Experience with Confluence and Jira 

Your Life at MECCA 

At MECCA, you’ll be part of a passionate, collaborative technology team that genuinely cares about the people we support. 

You’ll enjoy: 

• A supportive, values-led culture where people come first 

• Opportunities to contribute to continuous improvement and service excellence 

• Exposure to a diverse and dynamic retail technology environment 

• The chance to grow your technical skills and career within a purpose-driven organisation 

If you’re someone who does whatever it takes, takes ownership of outcomes, and thrives on helping others succeed through technology, we’d love to hear from you. 

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way! 

Some of our other team member benefits include:  

• Professional development programs and first-class digitised learning offering  

• Health and well-being initiatives 

• Reward and recognition programs 

• Access to bonus and incentive programs  

• Access to quarterly product allowance  

• Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy.  

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.  

To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit http://www.mecca.com.au/careerswww.mecca.com.au/careers