Service Desk Administrator

Job Description

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. About the OPPORTUNITY We have a great opportunity for a Service Desk Administrator to join our BIS Strategic Surveillance Business Unit based at SA – Edinburgh Parks. Reporting to the Service Desk Lead, 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. You will provide an exceptional level of service support to clients and fellow team members across the JORN ICT environment. You will add to a positive culture of triaging and supporting various client requests and (where required) will escalate requests for support to the relevant ICT teams for further support. You will ensure continuous improvement into the environment by creating and updating procedures and processes to ensure a relevant and up-to-date support system is maintained. Key responsibilities include: Receive and handle requests for support, following agreed procedures and within Service Level Agreement (SLA) guidelines Troubleshoot and provide information to enable resolution on support requests and promptly allocate unresolved calls as appropriate Effectively handle incident reports, prioritising where necessary Deliver communications relating to service delivery issues to the business or customer Installation and configuration of desktop hardware and software Create and maintain support documentation Work collaboratively to ensure KPI metrics are met and exceeded Triage and action Service Requests via various methods such as telephone calls, walk-ins, email and the support request tool Perform PC support such as desktop deployments, rebuilds, repair and trouble-shooting Update and maintain various ICT assets in an asset management database, including spot-checks and audits Maintain security and integrity of our environment by managing secure file transfers, operating system patches, and Antivirus updates Participate in ICT technical delivery projects About YOU Demonstrated experience in a customer focused IT team, and able to demonstrate a passion for service Knowledge of the latest Microsoft business applications, operating systems and network environments A proven ability to work effectively as part of a team with a strong customer service ethic Ability to think through problems to identify potential solutions with a positive approach to helping others A motivated approach to work with a keen eye for accuracy Knowledge of commonly used business applications and engineering software tools preferable Ability to manage workload through using a helpdesk system to manage and record results The systems, which are critical in nature, will sometimes require support beyond the normal working hours and hence flexibility in working hours is a primary requirement for this position. Availability for out of hours support may also be required A current security clearance preferably NV2 Eligibility to be cleared for International Traffic In Arms (ITAR) regulations We believe in hiring for potential, we know that some candidates hesitate if they don't tick all the boxes. If this role interests you, but you don't meet all the criteria, we still encourage you to apply. 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 welcome applicants from all people regardless of sex, gender identity, race, ethnicity, disability, pregnancy, age, or other lived experience; and strongly encourage applications from Aboriginal and Torres Strait Islander people for all positions. #J-18808-Ljbffr