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:

We are looking for an experienced Service Desk Analyst to join our friendly and high-performing teamin 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. 

This is a great opportunity for someone who is looking to progress further in the IT industry or with long-term aspirations to get into cybersecurity. Due to the nature of the role, this requires the candidate to be completely on-site in the office at Fortitude Valley, Brisbane as they will be working with government clients. The candidate has to work shifts within a 24 hour x 7 day roster system, this will be a mixture of day shifts and night shifts. In addition, the candidate must be anAustralian citizen and have or be willing to obtain NV1 Security Clearance. 

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
• 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
• Assist with Security Operations Center (SOC) work through alerts, backups, patching, monitoring etc.

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
• Candidates who are NV1 cleared or have the willingness to obtain NV1 Security Clearance are highly desirable.

Technical skills in all or some of the areas below:

• Windows 10/11 User Interface
• Office365 Administration and 'How Do I?' queries
• Email / Exchange Configuration & Troubleshooting
• 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