Service Desk Analyst
vor 2 Wochen
Service Desk Analyst – Brennan (Melbourne) Join Brennan where true performance thrives. We focus on delivering technology that meets customers’ needs and builds real value backed by our True Performance System. Why join Brennan Competitive remuneration and comprehensive benefits. Training and certification bonuses. Culture awards that recognise excellence. Brennan Daredevils – all‑expenses‑paid trip for top performers. Vibrant, fun social activities. Discounted hardware and software. Learning‑focused environment. The role zombies? Wait; I want to keep the role details: We are looking for an experienced Service Desk Analyst to join our friendly, high‑performing team in Melbourne. The role requires onsite presence at the client site in Cremorne up to 5 days a week, remote troubleshooting via diagnostic techniques, and may involve shift work (7.6 hrs/day) between 7:00 am and леб or 7:30 pm (Sydney time) and a rotating weekend day a month on average. Key Responsibilities First point of client contact, delivering outstanding first‑level support via phone, email, and live chat. Log all customer contacts as tickets in ServiceNow to ensure issues and requests are captured, categorised, and prioritised. Own tickets, follow Brennan procedures, and ensure appropriate levels of customer communication. Attempt to resolve issues at first contact; if not possible, follow best‑practice procedures to escalat 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, and identify and escalat when knowledge gaps exist. Help create and update knowledge articles in Brennan’s Knowledge Management System (BIKI) when the need is identified. \րթ What skills and experience you bring 12–18 months’ experience in a Service Desk role or at least three years’ in a customer support‑focused position. Degree‑educated, preferably in Information Technology or Computer Science, or Certificate IV qualification. Demonstrable industry‑based technical aptitude (Microsoft, Citrix, Cisco, HP) and knowledge of current Microsoft operating systems and Office suites including Office 365. NV1 cleared or willing to obtain NV1 Security Clearance is highly desirable. Technical skills (selecting any of the following) Windows 10/11 user interface Office 365 administration and common queries Email / Exchange configuration & troubleshooting Azure administration Hardware support – CPUs, RAM, and motherboards Monាង & peripherals – installation, connectivity, configuration Computer peripherals – interfaces, cables & connectors Printer installation, configuration & troubleshooting Networking & connectivity – protocols, devices Mobile devices Storage devices & media Note: As part of código hiring process you will be required to undertake a National Criminal History Check and a Technical Test. Brennan is an equal‑opportunity employer. Seniority level: Entry level | Employment type: Full‑time | Job function: Information Technology | Industry: IT Services & Consulting #J-18808-Ljbffr
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Service Desk Analyst
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