Service Desk Analyst
4 weeks ago
Brennan is seeking a skilled Service Desk Analyst to join our team in Sydney. As the first point of contact for clients, you will deliver exceptional first-level customer support through phone, email, and live chat. Your primary responsibility will be to troubleshoot and resolve technical issues, ensuring timely and effective communication with clients.
Key Responsibilities:
- Provide outstanding customer support through various communication channels
- Log and manage customer contacts in the IT Service Management tool (ServiceNow)
- Maintain ownership of tickets and follow Brennan procedures for ticket handling
- Attempt to resolve issues at the first point of contact and escalate when necessary
- Perform remote troubleshooting and gather information to determine the best solution
Requirements:
- 12-18 months' experience in a Service Desk role or three years' in a customer support-focused position
- Degree-educated in Information Technology or Computer Science, or a Certificate IV qualification
- Demonstrable industry-based technical aptitude, including knowledge of Microsoft Operating Systems and Office Suites
What We Offer:
- An excellent remuneration package and benefits
- A focus on health and well-being
- Discounted IT hardware and software products
- Certification Bonus of up to $5K p.a. for learning and growth
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