Service Desk Analyst L1

.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

The purpose of the role is to provide excellent customer service and comprehensive technical support, as the first point of contact for our clients seeking technical assistance when contacting the Service Desk.

The role would suit a customer-focused person with an IT degree or equivalent certification and at least 12 months' of experience, looking to continue their career on a fast-paced IT Service Desk.

Key Responsibilities:

• As the first point of client contact, deliver outstanding first-level customer support for client contacts, principally by phone, email and live chat.
• Deliver empathetic and friendly customer service and strive for high levels of customer feedback scores.
• 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 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.
• Maintain the required levels of availability to answer inbound contacts from our customers.
• 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.
• Follow-up and update client's Incidents and Service Requests, with regular status updates on open tickets to maintain client communication and SLA targets.
• Adhere to Brennan's Service Delivery policies, processes, and procedures, while highlighting where gaps may exist.
• 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.
• 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:

• At least 12 months' Service Desk experience or three years' in a similar customer support-focused position
• Degree-educated, preferably in Information Technology or Computer Science, or a Certificate IV qualification
• Industry based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP)
• Demonstrable industry-based technical aptitude (e.g. Microsoft, Citrix, Cisco, HP), including knowledge of current Microsoft Operating Systems and Office Suites including Office 365
• Demonstratable IT Service Management understanding or certification (ITIL)
• Experience of providing support for the following technologies:
• o Windows 10/11 User Interface
• o Office 365 Administration and 'How Do I?' queries
• o Email / Exchange Configuration & Troubleshooting
• o Azure Administration
• o Hardware Support - CPUs, RAM and Motherboards

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

Brennan is an equal-opportunity employer.