Technical Support Desk

BAE Systems Digital Intelligence is home to 4,500 digital, cyber and intelligence experts. We work collaboratively across 10 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

This role will be part of the Operations team where you will deliver prompt and professional solutions for customer requests via phone, e-mail, chat and ticketing tools. Operates in a Monday to Friday 9-5 technical environment. A customer is primarily defined as external to the organisation.

Service Desk staff are responsible for:

• Managing the receipt, triage and prioritisation of Level 2/3 customer issues and requests – allocating to next level technical teams for resolution as required.
• Assists with coordination of engineering activities – such as planning upgrades.
• Follow ITIL principles in the receipt and management of Incident, Request, Problem and Change Management
• Interacting with diverse and geographically distributed technical staff and people leaders.
• Provide regular and accurate reporting on Service performance.

Job Responsibilities Specific

• Operating as part of a Technical Service Desk/Support environment to capture and triage customer requests and issues – utilising the Enterprise Service Management Platform/System (ESMP).
• Ensure Business / Customer impacts are properly captured and used to validate incident priorities.
• Ensuring all customer and service interactions are captured and reflected in the ESMP.
• Ensuring timely and consistent follow-up and progression to resolution (including escalation) occurs – irrespective of teams presently auctioning the request.
• Planning upgrades for devices and bespoke solutions. Liaising with the customer to ensure a best in class upgrade experience.
• Support the planning, co-ordination and remediation of Critical and High Severity security vulnerabilities.
• Maintaining operational methods, procedures and facilities in assigned area of responsibility and assisting in regular reviews for effectiveness and efficiency.
• Ensuring timely escalation of Service Level Agreement breaches.
• Generating Customer focussed Service Level Review Reports using data in the ESMP

Desired skills and Experience

• Experience in managing customer services, preferably using the ITIL Service Management Framework
• Relevant Degree or qualification (completed or on course) desirable
• ITIL Service Management Qualification is a plus
• Knowledge in use of any of the following areas is also a plus
  • Unix Servers and operating systems
  • Oracle services
  • CISCO, Juniper services and devices
  • VOIP services and devices
  • End User Compute (laptops)
  • Cross Domain or Lawful Intercept related applications and hardware
  • NV1 Australian security clearance is required, or the ability to acquire one (NV2 preferred)

The Technical Support Desk Consultant is a junior or entry level role, and it is expected they will continue to develop their skills throughout their career. An Entry Level Customer Services Professional may typically have a range of these specific accountabilities:

• Completes customer service tasks as directed by the service or team leader under supervision.
• Follows support process and good practice under supervision.
• Triage and resolve simple tasks/service requests
• Escalates unresolved tasks to next level or according to documented processes
• Reports on activities to project or team leader in verbal and written form
• Can address simple tasks, routine operations or requests without supervision

There is also the potential for career growth into Support Engineering and other specialised Engineering roles.

Learn more about our rewards and benefits in Australia

Rewards and benefits in Australia

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of thought, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome people from all backgrounds and want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation.