Service Desk Analyst

Service Desk Analyst

Location: Brisbane, Permanent / Full Time Industry: IT & Telecomms, Service Desk Posted: 12/6/2026

We are looking for an experienced Service Desk Analyst to join our friendly and high performing team in Brisbane. This role requires you to be onsite at the client site up to three days a week and involves remote troubleshooting, ticket management, and customer support.

Key Responsibilities:

• Serve as the first point of client contact, delivering outstanding first level support via phone, e mail, 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 for ticket handling, and provide appropriate levels of customer communication.
• Attempt to resolve the issue or request at the first point of contact; if not possible, follow best practice procedures to escalation.
• Perform remote troubleshooting, gather and analyze information, and use diagnostic techniques to triage the issue and determine and implement the best solution.
• Use Brennan's Knowledge Management System (BIKI) to help progress issues or requests, identifying and escalating any knowledge gaps.
• Help create and update knowledge articles in BIKI when needed.

What skills and experience you bring:

• months' experience in a Service Desk role or three years' experience 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) 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 in all or some of the areas below:

• Windows 10/11 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

Benefits and Other Details:

• Training and certification bonuses
• Culture awards that recognize excellence
• Annual all expenses paid trip for top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• Environment that embraces learning and development

Additional Information:

• Shift basis: 7.6 hours a day (excluding breaks) between 7:00am - 7:30pm (Sydney time). May require one weekend day a month on average, on a rotating basis.
• Being an Australian Citizen is beneficial for future NV1 Clearance but not required for this role.
• As part of the hiring process, you will be required to undertake a National Criminal History Check and a Technical Test.

Brennan is an equal opportunity employer.