Service Desk Analyst L1

2 days ago

Brisbane, Australia Brennan IT Full time

**Why work for Brennan?**

**Brennan offers an excellent remuneration package and benefits including**:

- An environment that embraces learning and development of all employees
- A focus on health and well-being - social club, sporting teams, health checks, poker, and trivia nights and more
- Discounted IT hardware and software products
- A strong culture underpinned by values that are truly lived every day
- Flexibility to work in the way that brings out the best in you
- Plenty more...

**The role**:
We are looking for a Service Desk Analyst to join our friendly and high-performing team
***in our Brisbane office. In this role, you will perform remote troubleshooting through diagnostic techniques to determine the best solution based on the issue and details provided by customers.

This role will be on a rotating roster to be on the dedicated client site.

**Key Responsibilities**:

- Deliver outstanding first-level customer support for client contacts
- Provide a strong triage service, with detailed and thorough independent first-level technical support and troubleshooting
- Log all customer contacts as tickets into the IT Service Management tool (ServiceNow) to ensure that all issues and requests are captured, categorised, and prioritised
- Maintain ownership of tickets, follow Brennan procedures for ticket handling and ensuring appropriate levels of customer communication are being provided
- Perform remote troubleshooting, gather and analyse 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.
- Maintain client communication and SLA targets
- Adhere to Brennan’s Service Delivery policies, processes, and procedures, while highlighting where gaps may exist
- Create and update knowledge articles in Brennan’s Knowledge Management System (BIKI) when the need is identified
- When required, work with Service Desk Team Leads, Service Delivery Managers and Account Managers to ensure effective management of the client base

**What skills and experience you bring**:

- 12-18 months' experience in a Service Desk role or three years' in a customer support-focused position.
- A degree in Information Technology or Computer Science, or a Certificate IV qualification.
- Demonstrable industry-based technical aptitude (e.g. Microsoft, Citrix, Cisco, HP)

**Technical skills in all or some of the areas below**:

- Windows 10/11 User Interface
- Office365 Administration and How Do I?
- Azure Administration
- Hardware Support - CPUs, RAM, and Motherboards
- Monitors & Peripherals - Installation, Connectivity & Configuration
- Computer Peripherals - Interfaces, Cables & Connectors
- Printer Installation, Configuration & Troubleshooting
- Networking & Connectivity
- Network Protocols & Devices
- Mobile Devices
- Storage Devices & Media

**Note**: As part of our hiring process, you will be required to undertake a National Criminal History Check and a Technical Test.

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