Service Desk Analyst

Service Desk Analyst

IT & Telecomms / Service Desk

Permanent / Full Time

• Join the largest Australian owned Systems Integrator
• Have unlimited learning and career development opportunities
• Tailored career development plans to match your career goals

The Role

We are looking for an experienced Service Desk Analyst to join our friendly and high performing team in Adelaide.

This role requires the candidate to work onsite at the client site up to 3 days a week, with own car and license. You will perform remote troubleshooting and diagnostic techniques to determine the best solution for customers.

Working hours may be on a shift basis for 7.6 hours a day between 7:00 am and 7:30 pm (Sydney time) and one weekend day a month on a rotating basis.

Being an Australian citizen is not required.

Key Responsibilities

• Provide outstanding first level customer support via phone, email, and live chat.
• Log all customer contacts as tickets in ServiceNow to ensure issues and requests are captured, categorized, and prioritized.
• Maintain ownership of tickets, follow Brennan procedures, and ensure appropriate levels of customer communication.
• Attempt to resolve issues at first contact, escalating as necessary.
• Perform remote troubleshooting and triage issues, determining and implementing the best solution.
• Use BIKI knowledge articles to progress issues and identify knowledge gaps.
• Create and update knowledge articles when needed.

Desired Skills and Experience

• months in a Service Desk role or three years in a customer support focused position.
• Degree educated in Information Technology or Computer Science, or a Certificate IV qualification.
• Demonstrable technical aptitude (e.g., Microsoft, Citrix, Cisco, HP) and knowledge of Microsoft OS and Office 365.
• NV1 cleared or willing to obtain NV1 Security Clearance.

Technical Skills (preferred)

• Windows 10/11 UI
• Office 365 Administration and support queries.
• Email / Exchange configuration - troubleshooting.
• Azure administration.
• Hardware support - CPUs, RAM, motherboards.
• Monitors & peripherals - installation, connectivity.
• Printer installation, configuration - troubleshooting.
• Networking & connectivity, protocols & devices.
• Mobile devices.
• Storage devices & media.

Other

This role will require a National Criminal History Check and a Technical Test.

Brennan is an equal opportunity employer.