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 (Insert WAGE EA) + Super + Profit Share

• ThalesFlex – Hybrid work environment

• Fitness Passport Discount – Access to a network of Gyms across AUS as cheap as $14.95 P/W

• Employee discounts with a number of affiliates (Travel, Car hire, Tech, Medical Insurance)

• Modernised Paid Parental Leave

• Veterans Leave

• Novated Lease options

• Personal & professional training development opportunities

• Sonder – Wellbeing & Support Partner
   

KEY ACTIVITIES AND RESPONSIBILITIES
As a Service Desk Technician, you are accountable for:

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

A Defence security clearance is required for this role, applicants MUST be Australian citizens and eligible to obtain and maintain an appropriate clearance.

Additional information with regards to clearances is available from the Australian Government Security Vetting Agency website http://www.defence.gov.au/AGSVA/. In some cases, individuals who hold a current clearance from a foreign government may be eligible to have this clearance recognised by the Australian Government and be eligible for this role. 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.
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It’s easy to dismiss the perfect opportunity if you don’t see yourself as the perfect fit. If this role feels right – no matter your background or personal circumstances – please introduce yourself or join our community. We’re committed to supporting a diverse workplace, and that starts here.

We’re proud to be endorsed by WORK180 as an Employer for All Women, but we know there’s always more we can do. We’ll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.

Read more about our WORK180 endorsement.