Service Desk Analyst
3 weeks ago
Job Summary
We are seeking a skilled Service Desk Analyst to join our team at Brennan. As a Service Desk Analyst, you will be the first point of contact for clients, providing outstanding first-level customer support through phone, email, and live chat.
Key Responsibilities
- Deliver exceptional customer support, resolving issues and requests in a timely and professional manner.
- Log all customer contacts as tickets into the IT Service Management tool, ensuring accurate capture, categorization, and prioritization.
- Maintain ownership of tickets, following Brennan procedures for ticket handling and providing appropriate customer communication.
- Perform remote troubleshooting, gathering and analyzing information to determine the best solution.
- Use knowledge articles in Brennan's Knowledge Management System to progress issues or requests, identifying and escalating knowledge gaps.
Requirements
- 12-18 months' experience in a Service Desk role or three years' in a customer support-focused position.
- Degree-educated, preferably in Information Technology or Computer Science, or a Certificate IV qualification.
- Demonstrable industry-based technical aptitude, including knowledge of current Microsoft Operating Systems and Office Suites.
What We Offer
- An excellent remuneration package and benefits, including a focus on health and well-being, discounted IT hardware and software products, and a strong culture underpinned by values.
- Flexibility to work in the way that brings out the best in you.
About Brennan
Brennan is an equal-opportunity employer, committed to leading, not following, and creating an open, diverse culture that values performance and empowers our people.
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