Service Desk Technician

Service Desk Technician

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.

The Service Desk Technician position will be responsible for providing 1st & 2nd level IT Support with the aim of meeting Service Level Agreements.

Applicants must hold Australian Citizenship and be eligible to meet defence security clearance requirements.

Our Benefits

• Competitive remuneration + attractive benefits
• Fitness Passport Discount – Access to a network of Gyms across Australia
• 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 Partners

Key Activities and Responsibilities

• Comply with all relevant company Occupational Health, Safety and Environmental policies, framework and work practices with the intent of preventing or minimising accidental to always ensure a safe work practise
• Comply with and assist in the enforcement of Thales Security Policies and Procedures
• Provide Level 1-2 IT support to our end-users, and escalate issues when required to relevant teams
• 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 Performance
• Accurately log, monitor and track service requests & incidents using Service Desk Management tool ServiceNow.
• Assist to identify Problems through the analysis of Incidents.
• Assist in the development and maintaining of the Knowledge Base.

Key Knowledge and Experience

• Minimum 1 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

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.