Service Desk Analyst

5 days ago

Brisbane, Australia Brennan IT Full time

**Brennan IT**
We are a national company with a reputation for delivering technical excellence and high quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for past 10 years in a row.

**Benefits of working at Brennan IT**:

- An awesome team to work with
- Certification Bonus offered for your continuous learning and growth
- Tailored career development plans to suit your aspirations
- High levels of reward and recognition for over achieving
- A company that genuinely cares about YOU
- A focus on health and wellbeing - social club, sporting teams, discounted technology purchases and more

**The role**:
As part of our continued growth, Brennan IT are looking for a

**Key responsibilities**:

- Provide 1st level support to users and solve non-complex problems
- Employ basic procedures for user account management and access
- Answer calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2
- Assist and provide instruction on the basics of back-up and recovery of user disk files
- Install, configure and provide instruction on basics of using common office software tools
- Assist clients with VPN and Remote Access connections and troubleshooting
- Gathers and analyses information about the client issue and determine the best way to resolve the problem.
- Level 1 may also provide support for identified Level 2 issues where configuration solutions have already been
documented in BIKI.
- Monitoring and maintaining computer systems and networks
- Responding in a timely manner to service issues and requests to support SLA targets
- Follow-up and update clients with status and information on open tickets
- Maintain ownership of tickets and effectively log service tickets in Service Now system

**Skills and qualifications you will need**:

- Strong oral, listening and written communication skills with the ability to communicate effectively over the phone
- Knowledge of current Microsoft Operating Systems and Office Suites including Office 365
- Demonstrable Industry based technical aptitude (e.g. Microsoft, Citrix, Cisco, HP)
- Attainment of a current accredited Microsoft certification
- Hands-on experience troubleshooting support issues
- Attention to detail (logging and updating service tickets)

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

Brennan IT is an equal opportunity employer.

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