Brennan IT Hiring for Service Desk Analyst Job at Brisbane Full Time

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 Service Desk Analyst in Brisbane to be the first point of contact for clients seeking technical assistance over the phone or email. You will perform remote troubleshooting through diagnostic techniques to determine the best solution based on the issue and details provided by customers.

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.