Service Desk Analyst L1

at  Brennan IT

WHY WORK FOR BRENNAN?

At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian-owned systems integrator in Australia.
We welcome candidates with a variety of experiences and backgrounds. So if you’re passionate about both customer service and technology and believe you can make a meaningful contribution to our team, we encourage you to apply, even if you don’t meet every single point in the job criteria. Your unique perspective and skills may be exactly what we need to innovate and thrive.

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 an internal promotion, we are looking for a Service Desk Analyst to join our friendly and high-performing team in our Sydney 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 role will 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