Service Desk Support Specialist

4 weeks ago

Sydney, New South Wales, Australia Brennan Full time

This is a Service Desk Analyst role with a leading company in Australia, offering a chance to join a rapidly growing team. The role involves performing remote troubleshooting through diagnostic techniques to determine the best solution based on the issue and details provided by customers.

**Key Responsibilities:**

  • Deliver outstanding first-level customer support for client contacts, principally by phone, email, and live chat.
  • Log all customer contacts as tickets into the IT Service Management tool (ServiceNow) to ensure that all issues and requests are captured, categorized, and prioritized.
  • Maintain ownership of tickets, follow Brennan procedures for ticket handling, and ensure appropriate levels of customer communication are provided.
  • Attempt to resolve the issue or request at the first point of contact, and when not possible, follow best-practice to escalate the ticket to the next level of support.
  • Perform remote troubleshooting, gather and analyze information, and use diagnostic techniques to triage the issue or request, or to determine and implement the best solution based on the issue and details provided.
  • Use the knowledge articles in Brennan's Knowledge Management System (BIKI) to help progress issues or requests, identifying and escalating when any knowledge gaps exist.
  • Help create and update knowledge articles in Brennan's Knowledge Management System (BIKI) when the need is identified.

**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 (e.g. Microsoft, Citrix, Cisco, HP), including knowledge of current Microsoft Operating Systems and Office Suites including Office 365.

We are an equal opportunities employer and welcome applications from all qualified candidates.

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