Service Desk Officer

**At BAE Systems Australia**
- Do interesting work that MATTERS
- ENJOY what you do
- GROW your career
- Be YOU

We work in a thriving sector - one that puts us at the forefront of exciting and meaningful work. Every day we push boundaries to produce some of the world's most innovative and ground breaking technology. Individually we all contribute to our success. Collectively we make the impossible possible.

Recognised for delivering projects of global and national significance that help keep Australia safe, it is our shared passion that shapes our culture, and our people that make it a great place to work.

**PURPOSE OF JOB**:
We are seeking a customer service driven Service Desk Officer to join our team on a 12-month fixed term basis in Adelaide (Edinburgh Parks or Adelaide CBD). As a Service Desk Officer, you will be responsible for the processing and coordination of appropriate and timely responses to requests for support and incident reports, including channelling requests for help to appropriate teams for resolution, monitoring resolution activity and keeping customers appraised of progress towards service resolution. Outside of these activities, there will be some additional opportunities to take on project work that will help develop your skills and build your capability.

**PRINCIPAL ACCOUNTABILITIES**:

- The ability to contribute to timely responses and recommendations on support requests and continuous improvement strategies to customer problems and queries to deliver a high level of customer service and reduce lifecycle processes.
- As a Service Desk Officer, you will be responsible for the processing and coordination of appropriate and timely responses to requests for support and incident reports, via phone calls and our ticketing system,
- Demonstrated experience in troubleshooting and providing information to enable resolution on support requests and promptly allocate unresolved calls as appropriate.
- The ability to effectively handle incident reports, prioritising where necessary.
- Experience with creating and maintaining support documentation.

**KEY CRITERIA**:

- Demonstrated experience in a customer focused IT team, and able to demonstrate a passion for service.
- The ability to demonstrate a consistent analytical approach to problem solving, with a focus on achieving objectives and ensuring effective outcomes.
- An IT related Diploma (desirable) or demonstrated equivalent experience in an IT Support role.

**About US**

You will be joining a workplace that truly cares about your wellbeing.

Our people are diverse and we value the variety of perspectives this brings, we know that a culture that is inclusive and fosters a sense of belonging is a place we can all make the most of our unique talents and be our best.

As Australia's largest defence company in a rapidly growing sector, you will be connected into a global team and encouraged to explore where your career might take you whether that is a traditional career path or squiggly one, there are infinite possibilities for you at BAE Systems Australia.

BAE Systems recognises the sacrifices of those who have served our Nation and their families. We support our veteran community through our internal veteran network (VetNet Australia) and strong charitable partnerships, internal offerings including reserve service leave, a Veteran Mentoring Program and other exclusive offerings available through our strategic partners.

We are proud to be recognised as an employer of choice for women by WORK180.

**Clearances**

As a Defence security clearance is required for this role, applicants must be Australian citizens and either possess or be eligible to obtain and maintain appropriate clearances.

Further information regarding security clearances.