Service Desk Technician

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.

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

As a Service Desk Technician, you'll be at the heart of delivering top-notch performance, ensuring quality, and tackling IT issues with precision. The role will play a crucial role in providing ISIT End User Support (Level 1 and Level 2) phone support to Thales Australia. Applicants must hold Australian Citizenship due to security clearance requirements.

Key Activities and Responsibilities:

• Provide Level 1-2 IT support to end-users, and escalate issues when required to relevant teams
• Providing 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 & 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
• Accurately log, monitor and track service requests & incidents using Service Desk Management tool ServiceNow.

Key Knowledge and Experience:

• Minimum 2 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
• Clear communicator with a customer-first mindset.
• A genuine passion for technology and a willingness to learn