Job Title

Brennan. Where true performance thrives.At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.Its a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.Why join BrennanTrue performance for our customers starts with a true belief in our people.Its why weve structured our business to help our teams, and their talents, shine bright. It''s why weve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And its why weve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.True rewardsIn addition to competitive remuneration, Brennan offers extensive benefits, including:Training and certification bonusesCulture Awards that recognise excellenceBrennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributorsVibrant, fun social activitiesDiscounted hardware and softwareAn environment that embraces learning and developmentThe role:Due to growth, we are looking for an experienced Service Desk Analyst to join our friendly and high-performing team in Adelaide for an initial 6 month fixed term contract. In this role, you will perform troubleshooting through diagnostic techniques to determine the best solution based on the issue and details provided by customers.This role will require you to work on a shift basis for 7.6 hours a day (excluding breaks) between the hours of 8:00am - 6:00pm (Sydney time) and the option to work one weekend day a month (on average).Key ResponsibilitiesAs the first point of client contact, deliver outstanding first-level customer support for client contacts, principally by phone, email and live chatLog all customer contacts as tickets into the IT Service Management tool (ServiceNow) to ensure that all issues and requests are captured, categorised, and prioritisedMaintain ownership of tickets, follow Brennan procedures for ticket handling and ensure appropriate levels of customer communication are providedAttempt 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 supportPerform 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 Brennans Knowledge Management System (BIKI) to help progress issues or requests, identifying and escalating when any knowledge gaps existHelp create and update knowledge articles in Brennans Knowledge Management System (BIKI) when the need is identifiedWhat skills and experience you bring:12-18 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 qualificationDemonstrable industry-based technical aptitude (e.g. Microsoft, Citrix, Cisco, HP), including knowledge of current Microsoft Operating Systems and Office Suites including Office 365Technical skills in all or some of the areas below:Windows 10/11 User InterfaceOffice365 Administration and ''How Do I?'' queriesEmail / Exchange Configuration & TroubleshootingAzure AdministrationHardware Support - CPUs, RAM, and MotherboardsMonitors & Peripherals - Installation, Connectivity & ConfigurationComputer Peripherals - Interfaces, Cables & ConnectorsPrinter Installation, Configuration & TroubleshootingNetworking & ConnectivityNetwork Protocols & DevicesMobile DevicesStorage Devices & MediaNote: 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 #J-18808-Ljbffr