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The role
We are looking for an experienced Service Desk Analyst to join our friendly and high-performing team in our Brisbane 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 is a great opportunity for someone who is looking to progress further in the IT industry or with long-term aspirations to get into cybersecurity.
Due to the nature of the role, the candidate must be completely on-site in the office at Fortitude Valley, Brisbane, as they will be working with government clients.
The candidate has to work shifts within a 24-hour x 7-day roster system, a mixture of day shifts and night shifts.
The candidate must be an Australian citizen and have or be willing to obtain NV1 Security Clearance.
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.
Assist with Security Operations Center (SOC) work through alerts, backups, patching, monitoring, etc.
What skills and experience you bring
***** 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.
Technical skills in all or some of the areas below
Windows ***** 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 employer.
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