Service Desk Analyst

Brennan IT

City of Brisbane

On-site

AUD 60,000 - 80,000

Full time

8 days ago

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Job summary

Brennan IT in Brisbane is seeking an experienced Service Desk Analyst to join our friendly, high‑performing team onsite. You will be the first point of contact, logging tickets in ServiceNow and delivering first‑level support across Windows, Office 365, Exchange, and Azure.

You should have 12–18 months in a Service Desk or customer support role, a degree in IT or CS or a Certificate IV, and NV1 clearance is desirable. You may work on a shift basis with on-site days up to three per week.

Qualifications

12–18 months' experience in a Service Desk or customer support-focused position.
Degree in Information Technology or Computer Science, or a Certificate IV qualification.
Desirable NV1 Security Clearance or willingness to obtain.
Solid knowledge of Windows, Office 365 and basic networking.

Responsibilities

Deliver outstanding first-level customer support via phone, email and chat.
Log all contacts as tickets in the Service Management tool and maintain ownership.
Troubleshoot remotely and triage issues to determine best solutions.
Escalate when needed and contribute to knowledge base improvements.

Skills

Service Desk

Customer support

IT knowledge

NV1 clearance desirable

Education

Degree in IT or CS

Certificate IV

Tools

Windows 10/11

Office 365

Exchange / Email

Azure

Networking basics

Job description

Be part of the team transforming business technology into impactful solutions.

True performance for our customers starts with a true belief in our people.

It’s why we’ve structured our business to help our teams, and their talents, shine bright.

It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are warmly welcomed and always empowered.

And it’s why we’ve built an organisation where real innovation, fed by passion and cultivated by collaboration, makes a genuine impact.

Because the innovative technology solutions we build, deliver and manage are only as smart as the people that power them.

What our team say

David Vernon

Field Services Engineer, Brennan Australia

"With it’s incredible team culture, supportive environment, and opportunities for growth, Brennan is a phenomenal place to work. I’m proud to be part of a team that values growth and collaboration and empowers women to thrive."

"Starting with Brennan as an intern was an exciting experience. Talented professionals mentored and guided me at every step, helping me hone my technical skills, gain hands‑on experience, and prepare me for more complex tasks. So much so that when I transitioned to become a Systems Engineer, I really felt the continuous learning opportunities and company support had helped make it possible."

"From my very first hour, I’ve felt seen and welcomed at Brennan and have been humbled by the support provided by my peers. In addition, our ongoing collaboration with Microsoft enables our teams with the best of their toolsets.”

Technology Governance Manager, Brennan Australia

“Every day brings something new at Brennan, ensuring there is never a dull moment. It offers great opportunities for learning and growth. And the recognition for my efforts makes me feel valued and motivated.”

“The culture at Brennan is exceptional, with colleagues always eager to offer support and efforts consistently recognised and appreciated.”

Security Engineer, Brennan Sri Lanka

“Working for Brennan means being at the forefront of technological innovation. We are fortunate to be part of a dynamic, collaborative and supportive team that truly values creativity and progress.”

Head of Operational Technology, Brennan Australia

“Brennan is a company that truly values its people. Its strong customer focus and integrated values create an environment where learning and growth are consistently encouraged. The people‑first policies foster belonging and inspire continuous improvement. Brennan is a place where efforts are recognised, and there are so many opportunities to thrive.”

Pradeep Musham

"Working at Brennan has been exceptional. Starting as an IT intern, I was guided through new challenges and given a wide range of learning opportunities. Making the experience even more remarkable is how women are welcomed and encouraged to thrive. A culture of inclusivity coupled with a growth‑oriented approach has made Brennan an ideal place to launch and develop my career."

“Brennan is a place I can grow, personally and professionally. The Women Rising program and leadership training have been amazing opportunities, and I really appreciate the supportive environment and positive culture within the business.”

Janet Rai

Global offices. Local colour.

With an international footprint, global ambitions and our deeply connected and collaborative teams, we’re making our mark on the world. We’re headquartered in Sydney, welcome talent from anywhere, and champion the vibrant local cultures wherever we have offices, with benefits and work values tailored to match.

Company divisions

Our Teams

Extraordinary people. Diverse teams. Shared purpose. Find your space and place at Brennan.

Genuine recognition? Too true.

Rewards. Recognition. Relaxation. We don’t just pay them lip service. They’re hardwired into our culture.

Awarded to our top performers, outstanding contributors, and those who truly live our values, Brennan’s Daredevils is our annual, all-expenses paid, overseas trip open to every team member in every Brennan office around the world.

From jetting off to San Francisco, sitting trackside at Singapore’s F1 weekend, or snowboarding in New Zealand (to namedrop just a few), Daredevils is how we show our true gratitude – and your chance to bask in well‑earned glory.

Company values

Real values that drive true performance

Technology never stands still. Neither do we. It’s why we foster a culture of collaboration and commitment, ownership and improvement to make our lives – and those of our clients – better than they were yesterday. Here’s how.

True opportunities, open now

Explore our open roles and join the team transforming business technology.

Service Desk Analyst

IT & Telecomms
Service Desk
Brisbane
Permanent / Full Time

16/9/2026

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

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. It’s 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 Brennan

True performance for our customers starts with a true belief in our people.
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

Training and certification bonuses
Culture Awards that recognise excellence
Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
Vibrant, fun social activities
Discounted hardware and software
An environment that embraces learning and development

The role:

We are looking for an experienced Service Desk Analyst to join our friendly and high‑performing team in Brisbane. This role will require the candidate to be onsite at the client site up to 3 days a week. In this role, you will perform remote troubleshooting through diagnostic techniques to determine the best solution based on the issue and details provided by customers.

This role may require you to work on a shift basis for 7.6 hours a day (excluding breaks) between the hours of 7:00am – 7:30pm (Sydney time) and be able to work one weekend day a month (on average), on a rotating basis.

Being an Australian Citizen is beneficial for NV1 Clearance later down the line but for this particular role, it is not required.

Key Responsibilities:

As the first point of client contact, deliver outstanding first‑level customer support for client contacts, principally by phone, email and live chat
Log all customer contacts as tickets into the IT Service Management tool (ServiceNow) to ensure that all issues and requests are captured, categorised, and prioritised
Maintain ownership of tickets, follow Brennan procedures for ticket handling and ensure appropriate levels of customer communication are provided
Attempt to resolve the issue or request at the first point of contact, and when not possible, follow best‑practice to elevate the ticket to the next level of support
Perform 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 Brennan’s Knowledge Management System (BIKI) to help progress issues or requests, identifying and escalating when any knowledge gaps exist
Help create and update knowledge articles in Brennan’s Knowledge Management System (BIKI) when the need is identified

What 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 qualification
Demonstrable industry-based technical aptitude (e.g. Microsoft, Citrix, Cisco, HP), including knowledge of current Microsoft Operating Systems and Office Suites including Office 365
Candidates who are NV1 cleared or have the willingness to obtain NV1 Security Clearance are highly desirable.

Technical skills in all or some of the areas below: