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.

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
• 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 employe

THE ROLE:

Due to growth, we are looking for an experienced Service Desk Analyst to join our friendly and high-performing team in Sydney. This role will require 5 days a week onsite at a dedicated new client located in Sydney CBD. In this role, you will perform troubleshooting through diagnostic techniques to determine the best solution based on the issue and details provided by customers.
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:

• 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