Service Desk Technician

Job Description

Location: Sydney, Australia

About Thales

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

We’re inventing the future, right here, right now, at Thales. We design the critical security solutions of tomorrow by combining the curiosity to explore, the intelligence to question and the vision to create. Together we solve complicated problems by combining our experience in the market with our leading research and development capabilities.

About Our Site

Thales employs nearly 4,000 people over 35 sites in Australia, with over 1600 people employed in NSW alone. Sydney Olympic Park is the head office for Thales Australia, and hosts teams from our Corporate functions, Maritime and Land businesses. Centrally located close to public transport and parking, Sydney Olympic Park is a growing business, sports and entertainment centre with a number of lunchtime social activities and green spaces to enjoy. We encourage discussions around flexible working arrangements to suit the needs of our people and business.

An exciting opportunity working in a diverse environment with great long term career opportunities. You’ll be customer facing relying on your ability to communicate effectively. What you’ll do

• Ensure phones are answered within agreed time-frames
• Log, monitor and manage customers’ incidents, requests and tasks to ensure that Service Level Agreement targets are met
• Determine the nature of incidents, requests and tasks, and delegate, prioritise and allocate to the relevant support team if unable to resolve
• Create, delete and modify system access requests
• Install approved software using remote tools
• Manage the deployment of all configured assets and devices managed by Enterprise Services in the Configuration Management System (CMS)
• Assist with communications to customers on system outages/faults
• Update incidents, requests and tasks with information relevant to customer calls
• Inform Service Desk and Incident Manager of reoccurring incidents
• Participate in the Continued Service Improvement Program (CSIP) for Service Desk and other teams as required
• Contribute articles to the Knowledge Base
• Adhere to IT Service Management processes.

About You

• Prior experience in an IT Support role
• Great troubleshooting skills in hardware and software
• Customer focussed
• Able to follow process and guidelines and show initiative
• Good at prioritising work and managing time
• Clear communicator
• Enjoys a fast paced, professional environment
• Positive contributor to a team.

Special Requirements

Due to the nature of the role, candidates need to hold Australian Citizenship to be eligible.

This role may need you to work with information covered by the International Traffic in Arms Regulation (ITAR).

You’ll clear a pre-employment police check.

Culture & Benefits at Thales

Thales can offer you a variety of interesting and challenging work. We support our employees to develop professionally and succeed. We are a growing global organisation so hiring from within is our first priority, ensuring all our employees are given every opportunity to develop and build their career. We offer a variety of initiatives that support your wellbeing such as flexible work practices, salary sacrifice, novated leasing and purchased leave.

Thales is committed to providing an inclusive workplace where the very best talent in Australia chooses to work, we encourage applicants from diverse backgrounds to apply.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!