End User Support Analyst

End User Support Analyst

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 company is seeking an End User Support Analyst. The role will be working across sites in the Greater Sydney Area, NSW and at times interstate but predominately located at Rydalmere. The role will play a crucial role in providing ISIT End User Support (Level 1 to Level 2.5) on phones and face to face with our customers.

Applicants must hold Australian Citizenship due to security clearance requirements.

OUR BENEFITS

• Competitive remuneration
• 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 Partner

KEY ACTIVITIES AND RESPONSIBILITIES

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

• Comply with and assist in the enforcement of Thales Security Policies and Procedures
• Comply with all relevant company Occupational Health, Safety and Environmental policies, framework and work practices to ensure safe work practices at all times
• Providing onsite and remote Level 1 and level 2.5 support across network, server, desktop hardware, mobile devices, software and peripheral devices, meeting rooms and including proprietary applications.
• Accurately log, monitor, update 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.
• Installing, upgrading and supporting desktop operating systems and application software
• Supporting and maintaining desktops, mobile phones, printers and other peripherals.
• Fulfilment and deployment of new or replacement hardware components, desktop and technology hardware and software components

KEY KNOWLEDGE AND EXPERIENCE

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

• Experience in a predominately customer focus position involving technical knowledge and supporting an organisations' products and services
• Sound understanding of Desktop support Windows 11
• Basic understanding of Active Directory, DNS, DHCP, and group policy
• Basic Understanding of Microsoft Office 365 and all Office Applications
• 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
• Good Problem solving and root cause analysis skills
• Good documentation skills
• Display passion, high performance, and a strong willingness to learn and take ownership of tasks and responsibilities.
• Previous experience in using ServiceNow as the ITSM tool or other ticket logging system
• Clear communicator with a customer-first mindset.

GOOD TO KNOW

Prior to being offered employment, you will need to complete pre-employment police and (role dependent) medical checks. Applicants must be Australian citizens and be eligible to obtain NV1 security clearance. Additional information with regards to clearances is available from the Australian Government Security Vetting Agency website. The Australian Defence Trade Controls Act (DTCA) is applicable and as such, your nationality may be a factor in determining your suitability for this role. The U.S. International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR) are applicable and as such, your nationality may be a factor in determining your suitability for this role.

WE ENCOURAGE YOU TO APPLY

After you have applied, you will receive an email acknowledging your application. We'll then provide a personalised experience for suitable applicants as we progress the selection and assessment process. Prior to being offered employment, you will need to complete pre-employment police and depending on the role type, medical checks as well.