End User Support Analyst

at  Thales

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.

YOUR SKILLS:

• Minimum 1 year of experience in a customer-focused technical support role.
• May have recently completed tertiary qualifications in a related field.
• Strong time-management and independent working skills.
• Excellent communication skills and the ability to interact with all levels of the organization.
• Eager to learn new skills and advance your career.
• Basic understanding of Active Directory, DNS, DHCP, and group policy.
• Must possess a C Class driver’s license and be willing to travel between sites.

DESIRABLE SKILLS:

• Tertiary or professional qualifications in IT.
• Familiarity with ITIL methodology and network infrastructure.
• Experience using ServiceNow or similar ITSM tools.

YOUR ROLE: END USER SUPPORT ANALYST

Join our dynamic team and play a key role in providing top-tier ISIT End User Support across the Greater Sydney Area, with occasional interstate travel. Initially based in Sydney Olympic Park, you’ll eventually extend your support to our Rydalmere site. You’ll be the go-to person for Level 1 and Level 2 support, assisting our customers both remotely and face-to-face.

KEY RESPONSIBILITIES:

• Provide Level 1 and Level 2 support for desktop hardware, mobile devices, software, and peripheral devices.
• Handle user support via ServiceNow, email, Teams, phone, and in-person interactions.
• Build desktops and assist with stock control and shipping
• Log, monitor, and track service requests and incidents using ServiceNow.
• Contribute to the development and maintenance of the Knowledge Base.
• Support and maintain desktops, mobile phones, and other peripherals, including hardware and software upgrades.