Service Desk Analyst

We are a national company with a reputation for delivering technical excellence and high quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for past 10 years in a row.

• Benefits of working at Brennan IT
• An awesome team to work with
• Certification Bonus offered for your continuous learning and growth
• Tailored career development plans to suit your aspirations
• High levels of reward and recognition for over achieving
• A company that genuinely cares about YOU
• A focus on health and wellbeing - social club, sporting teams, discounted technology purchases and more!
• The role

As part of our continued growth, Brennan IT are looking for a

• Key responsibilities
• Provide 1st level support to users and solve non-complex problems
• Employ basic procedures for user account management and access
• Answer calls and provides basic support and troubleshooting, such as password resets, printer configurations, break / fix instructions, ticket routing and escalation to Level 2
• Assist and provide instruction on the basics of back-up and recovery of user disk files
• Install, configure and provide instruction on basics of using common office software tools
• Assist clients with VPN and Remote Access connections and troubleshooting
• Gathers and analyses information about the client issue and determine the best way to resolve the problem.
• Level 1 may also provide support for identified Level 2 issues where configuration solutions have already been

documented in BIKI.

• Monitoring and maintaining computer systems and networks
• Responding in a timely manner to service issues and requests to support SLA targets
• Follow-up and update clients with status and information on open tickets
• Maintain ownership of tickets and effectively log service tickets in Service Now system
• Skills and qualifications you will need
• Strong oral, listening and written communication skills with the ability to communicate effectively over the phone
• Knowledge of current Microsoft Operating Systems and Office Suites including Office 365
• Demonstrable Industry based technical aptitude (e.g. Microsoft, Citrix, Cisco, HP)
• Attainment of a current accredited Microsoft certification
• Hands-on experience troubleshooting support issues
• Attention to detail (logging and updating service tickets)
• Note
• As part of our hiring process, you will be required to undertake a Technical Assessment and National Criminal History Check.

Brennan IT is an equal opportunity employer.