Service Desk Analyst L1

**Why work for Brennan?**
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian-owned systems integrator in Australia.

**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**:
Due to a recent internal promotion, we are looking for a Service Desk Analyst to join our friendly and high-performing team
***in our Melbourne 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 require you to work on a shift basis for 7.6 hours a day (excluding breaks) between the hours of 7:00am - 7:30pm (Sydney time) and be able to work one weekend day a month (on average), on a rotating basis.

**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.

**Brennan IT** is an equal-opportunity employer