Service Desk Analyst
Brennan · Fortitude Valley, Brisbane QLD ·
- Work mode
- Hybrid
- Category
- Support
First-level IT support analyst acting as the first point of client contact by phone, email and live chat — logging, triaging and resolving tickets in ServiceNow and performing remote troubleshooting, with up to 3 days a week onsite at the client site. Core tech: ServiceNow, Windows 10/11, Office 365, Exchange, Azure and networking.
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:
We are looking for an experienced Service Desk Analyst to join our friendly and high-performing team in Brisbane. This role will require the candidate to be onsite at the client site up to 3 days a week. 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.
Being an Australian Citizen is beneficial for NV1 Clearance later down the line but for this particular role, it is not required.
Key Responsibilities:
Brennan is an equal-opportunity employer
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
We are looking for an experienced Service Desk Analyst to join our friendly and high-performing team in Brisbane. This role will require the candidate to be onsite at the client site up to 3 days a week. 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.
Being an Australian Citizen is beneficial for NV1 Clearance later down the line but for this particular role, it is not required.
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
- 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.
- 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
Brennan is an equal-opportunity employer