Service Desk Technician

As a Service Desk Technician at Thales, you will be crucial in delivering top-notch IT performance, ensuring quality, and resolving IT issues. This role involves providing Level 1 and Level 2 ISIT End User Support via phone to Thales Australia, covering a broad range of technical support across network, server, desktop hardware, mobile devices, software, and peripheral devices. You will handle incoming incidents and requests, troubleshoot various technical issues, and deploy hardware and software components, all while adhering to SLAs and maintaining a strong customer focus.

Must Have

• Provide Level 1-2 IT support to end-users
• Provide onsite and remote Level 2 and some Level 3 technical support across network, server, desktop hardware, mobile devices, software and peripheral devices
• Understand Active Directory, DNS, DHCP, and group policy
• Install, upgrade, and support desktop operating systems and application software
• Support and maintain desktops, mobile phones, and other peripherals
• Fulfilment and deployment of new or replacement hardware components
• Be the point of contact for all incoming Incidents & Requests via Live Chat & phone support
• Troubleshoot issues related to Systems, Applications, Software, Hardware or Networking
• Provide remote support in a hosted environment
• Work on a broad range of technologies such as Windows OS, Office 365, Mac OS, IOS & Android, Routers, Wi-Fi
• Adhere to SLAs with a strong customer focus
• Accurately log, monitor and track service requests & incidents using Service Desk Management tool ServiceNow
• Minimum 2 years’ experience in a heavy customer focus position involving technical knowledge and supporting an organisations' products and services
• Ability to provide phone support for all levels of the organisation
• Good Problem solving and root cause analysis skills
• Strong & clear communication skills
• Previous experience in using ServiceNow as the ITSM tool or other ticket logging system
• Hold Australian Citizenship due to security clearance requirements

Good to Have

• Time-management skills in a like environment
• Ability to work independently with set tasks
• Eager to learn new skills and develop own career
• Good documentation skills
• Display passion, high performance, and a strong willingness to take ownership of tasks and responsibilities
• A genuine passion for technology and a willingness to learn

Perks & Benefits

• Competitive remuneration + Super
• Fitness Passport Discount – Access to a network of Gyms across AUS from $15 P/W
• Employee discounts with a number of affiliates (Travel, Car hire, Tech, Medical Insurance)
• Modernised Paid Parental Leave
• Veterans Leave
• Novated Lease options
• Family support through our partnership with Parents at Work
• Personal & professional training development opportunities
• Sonder – Wellbeing & Support Partner

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence.

Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what’s possible.

From manufacturing and engineering to cybersecurity and space, we’re driving progress in some of the world’s most important industries – and working together to build a future we can all trust.

OUR BENEFITS

• Competitive remuneration + Super
• Fitness Passport Discount – Access to a network of Gyms across AUS from $15 P/W
• Employee discounts with a number of affiliates (Travel, Car hire, Tech, Medical Insurance)
• Modernised Paid Parental Leave
• Veterans Leave
• Novated Lease options
• Family support through our partnership with Parents at Work
• Personal & professional training development opportunities
• Sonder – Wellbeing & Support Partner

OUR TEAM

This role is part of our corporate team, a central hub for Thales Australia. It’s where our shared services – think finance, legal, HR, procurement – come together to make sure all teams across Australia have access to the business services they need. Cross-functional collaboration helps us build out Thales’ capabilities – and helps us open up new career opportunities for employees all across the business.

YOUR ROLE

As a Service Desk Technician, you'll be at the heart of delivering top-notch performance, ensuring quality, and tackling IT issues with precision. The role will play a crucial role in providing ISIT End User Support (Level 1 and Level 2) phone support to Thales Australia

Applicants must hold Australian Citizenship due to security clearance requirements

KEY ACTIVITIES AND RESPONSIBILITIES

As an End User Support Technician, you are accountable for:

• Provide Level 1-2 IT support to end-users, and escalate issues when required to relevant teams
• Providing onsite and remote Level 2 and some Level 3 technical support across network, server, desktop hardware, mobile devices, software and peripheral devices
• Understanding of Active Directory, DNS, DHCP, and group policy
• Installing, upgrading and supporting desktop operating systems and application software
• Supporting and maintaining desktops, mobile phones and other peripherals.
• Fulfilment and deployment of new or replacement hardware components, desktop and technology hardware and software components
• Be the point of contact for all incoming Incidents & Requests via Live Chat & phone support
• Troubleshoot issues related to Systems, Applications, Software, Hardware or Networking
• Provide remote support in a hosted environment supporting a broad range of business applications
• Work on a broad range of technologies such as Windows OS, Office 365, Mac OS, IOS & Android, Routers, Wi-Fi, etc.
• Adhere to SLAs with a strong customer focus
• Accurately log, monitor and track service requests & incidents using Service Desk Management tool ServiceNow.

KEY KNOWLEDGE AND EXPERIENCE

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

• Minimum 2 years’ experience in a heavy customer focus position involving technical knowledge and supporting an organisations' products and services
• Time-management skills in a like environment
• Ability to provide phone support for all levels of the organisation
• Ability to work independently with set tasks
• Eager to learn new skills and develop own career
• Good Problem solving and root cause analysis skills
• Good documentation skills
• Display passion, high performance, and a strong willingness to take ownership of tasks and responsibilities.
• Strong & clear communication skills
• Previous experience in using ServiceNow as the ITSM tool or other ticket logging system
• Clear communicator with a customer-first mindset.
• A genuine passion for technology and a willingness to learn

Good to Know

You’ll get an email acknowledgement after you’ve applied, Thales strives to provide a personalised experience for all suitable applicants.

As a Defence security clearance is required for this role, candidates Must be eligible to obtain and maintain an appropriate Australian Government clearance. To learn more about clearances please visit – http://www.defence.gov.au/AGSVA/

For more information on Thales visit us @ThalesCareers on Instagram

#LI-VG1

It’s easy to dismiss the perfect opportunity if you don’t see yourself as the perfect fit. If this role feels right – no matter your background or personal circumstances – please introduce yourself or join our community. We’re committed to supporting a diverse workplace, and that starts here.

We’re proud to be endorsed by WORK180 as an Employer for All Women, but we know there’s always more we can do. We’ll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.

Read more about our WORK180 endorsement.