Senior Service Desk Analyst

Brennan. Where true performance thrives.
At Brennan, we believe that
how
technology is delivered is every bit as important as
what
the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It's a claim backed by our
True Performance System
- a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan
True performance for our customers starts with a true belief in our people.

It's why we've structured our business to help our teams, and their talents, shine bright. It's why we've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it's why we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards
In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• An environment that embraces learning and development

The role:
Due to an internal promotion, we are looking for an experienced Senior Service Desk Analyst to join our friendly and high-performing team in Melbourne. This role will require some onsite work so the ability to be flexible in terms of travel will be important. In this role, you will act as the escalation point for complex incidents and Service Requests. The Senior Service Desk Analyst primarily handles higher-tier support and contributes to the overall efficiency of the service desk.

This role will require you to work on a shift basis for 7.6 hours a day (excluding breaks) between the hours of 8:00am - 6:00pm (Sydney time) and the option to work one weekend day a month (on average).

Key Responsibilities

• Troubleshoot and resolve escalated Level 2 Incidents and Service Requests involving desktop hardware, operating systems (Windows/macOS), mobile devices, and core business applications, ensuring minimal disruption to client operations.
• Support a range of technologies commonly used in MSP environments, including Microsoft 365, Exchange Online, Teams, SharePoint, Active Directory, Azure AD, VPN, remote desktop services, and endpoint security platforms.
• Perform advanced troubleshooting for network-related issues such as connectivity failures, DNS, DHCP, Wi-Fi configuration, and VPN problems, in collaboration with infrastructure teams where necessary.
• Provide support for remote access tools and platforms, imaging and deploying new devices, performing user account administration, and managing group policies and permissions.
• Act as an escalation point for Service Desk Analysts, guiding them through resolution steps, assisting with tickets outside their scope, and ensuring best practices are followed for ticket documentation and escalation.
• Continuously identify opportunities to improve support efficiency by refining Service Desk procedures, automating repetitive tasks, and proactively suggesting process or technology enhancements.
• Create and maintain accurate, detailed documentation for troubleshooting steps, client-specific configurations, onboarding processes, and technical Standard Operating Procedures (SOPs).

What skills and experience you bring:

• Advanced Technical Troubleshooting - Proven ability to resolve complex issues across desktop, network, and application environments.
• Strong Knowledge of Microsoft Ecosystem - Hands-on experience with Microsoft 365, Azure AD, Exchange Online, Teams, SharePoint, and related admin portals.
• Networking Fundamentals - Understanding of TCP/IP, DNS, DHCP, VPNs, and remote access technologies.
• Ability to identify recurring issues, perform root cause analysis, and collaborate with relevant teams and Problem Management to implement long-term fixes.
• Understanding of Incident, Service Request, and escalation processes in line with ITIL standards.
• Strong ability to manage tickets in an ITSM tool with clear and detailed documentation.
• Candidates who are NV1 cleared or have the willingness to obtain NV1 Security Clearance are highly desirable.

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