Service Desk Officer

At BAE Systems Australia Do interesting work that MATTERS ENJOY what you do GROW your career Be YOU 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 an exciting opportunity for a Service Desk Officer to join our Central Functions team based at Adelaide, Melbourne or Sydney, reporting to the Service Desk Lead. We embrace flexible work arrangements at BAE Systems Australia, such as hybrid working. You will be responsible for the processing and coordination of appropriate and timely responses to requests for support and incident reports, including channeling requests for help to appropriate teams for resolution, monitoring resolution activity and keeping customers appraised of progress towards service resolution. Key Responsibilities Receive and handle requests for support ranging from L1 to L2 requests, 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 About You Previous experience in a customer service/ service desk role is considered advantageous Prior experience in computer troubleshooting and experience with a ticketing system such as JIRA is considered desirable Tertiary qualification in a relevant IT field is considered desirable Ability to work efficiently as part of a team and autonomously when required Defence security clearance or eligibility to obtain Baseline Clearance Benefits and Culture 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. We are proud to be recognised as an employer of choice for women by WORK180, and a member of the Circle Back Initiative. Clearances As a Defence security clearance is required for this role, applicants must be Australian citizens and either possess or be eligible to obtain and maintain appropriate clearances. Further information regarding security clearances. 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. 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. Who We Are 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 and internal offerings including reserve service leave, a Veteran Mentoring Program and other exclusive offerings available through our strategic partners. Equal Opportunity Statement To learn more about our competitive employee benefits, flexibility, other employment opportunities and what to expect from our recruitment process please visit: #J-18808-Ljbffr