Service Desk Analyst
vor 22 Stunden
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.Brennan offers an excellent remuneration package and benefits including:An environment that embraces learning and development of all employeesA focus on health and well-being Discounted IT hardware and software products Certification Bonus of up to $5K p.a.
for your learning and growthA strong culture underpinned by values that are truly lived every day Flexibility to work in the way that brings out the best in you Plenty more ...
The Role:We are looking for a Service Desk Analyst to join our friendly and high-performing team in Melbourne.
This is a 6 month fixed term contract role to beign with, however there is a strong likelihood of this role moving to a permanent position.You will be working onsite at either of our client's main locations - Glen Waverly, South Yarra or Doncaster.As a Service Desk Analyst, you will be the first point of contact for our client seeking technical assistance.
The role requires prior experience in IT Service Desk and excellent customer service skills.Key Responsibilities:Deliver outstanding first-level customer support for client contacts, principally by phone, email and live chatLog all customer contacts as tickets into the IT Service Management tool (ServiceNow) to ensure that all issues and requests are captured, categorised, and prioritisedMaintain ownership of tickets, follow Brennan procedures for ticket handling and ensure appropriate levels of customer communication are providedAttempt 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 supportPerform 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 existHelp create and update knowledge articles in Brennan's Knowledge Management System (BIKI) when the need is identifiedWhat 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 qualificationDemonstrable industry-based technical aptitude (e.g.
Microsoft, Citrix, Cisco, HP), including knowledge of current Microsoft Operating Systems and Office Suites including Office 365Excellent customer service skills with a strong desire to deliver an outstanding outcome to the customerStrong oral, active listening and written communication skills with the ability to communicate effectively over the phone, by live chat or by emailTechnical skills in all or some of the areas below:Windows 10/11 User InterfaceOffice365 Administration and 'How Do I?' queriesEmail / Exchange Configuration & TroubleshootingAzure AdministrationHardware Support - CPUs, RAM, and MotherboardsMonitors & Peripherals - Installation, Connectivity & ConfigurationComputer Peripherals - Interfaces, Cables & ConnectorsPrinter Installation, Configuration & TroubleshootingNetworking & ConnectivityNetwork Protocols & DevicesMobile DevicesStorage Devices & MediaNote: 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
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