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 team in Melbourne. This role will require the candidate to be onsite at the client site up to 5 days a week in Richmond. 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 may 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:

• 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
• 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
• 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