Service Desk Technician

1 day ago

Sydney, New South Wales, Australia Thales Full time
Overview

Thales is a global technology company in manufacturing, engineering, cybersecurity and space. This role is based in Rydalmere, New South Wales, Australia. The Service Desk Technician provides IS/IT End User Support (Level 1 and Level 2) by phone to Thales Australia, delivering high-quality support and addressing IT issues with a customer-first mindset. Applicants must hold Australian Citizenship due to security clearance requirements.

Responsibilities
  • Provide Level 1-2 IT support to end-users, and escalate issues when required to relevant teams
  • Provide 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 and requests via Live Chat and 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 and incidents using ServiceNow
Qualifications and Experience
  • Minimum 2 years' experience in a heavy customer-focused position involving technical knowledge and supporting an organisation's 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 and 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
Team and role context

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

Employee and diversity

We're committed to supporting a diverse workplace, and we're proud to be endorsed by WORK180 as an Employer for All Women. Read more about our WORK180 endorsement.

Job details
  • Seniority level: Not Applicable
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Aviation and Aerospace Component Manufacturing and Defense and Space Manufacturing
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