Service Desk Analyst

5 days ago

Brisbane, Australia Brennan IT Full time

**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**:

- The opportunity to grow and build a practice with the support and guidance of executive stakeholders
- A strong culture underpinned by values that are truly lived every day
- Flexible working environment
- Team of knowledgeable people to work with
- Amazing recognition programs - monthly culture awards, chance to join our all-expenses paid international trip and gift vouchers
- A focus on health and well-being with social clubs, sporting teams, team lunches, and more
- Discounted IT hardware and software products

**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.

**Key Responsibilities**:

- 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 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 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.
- 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

**What skills and experience you bring**:

- 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

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

- Windows 10/11 User Interface
- Office365 Administration and 'How Do I?' queries
- 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.

**Brennan** is an equal-opportunity employer

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