Technical Support Desk

Job Description

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

Life at BAE Systems Digital Intelligence 

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day.

By embracing technology, we can interact, collaborate and create together, even when we’re working remotely from one another. Hybrid Working allows for increased flexibility in when and where we work, helping us to balance our work and personal life more effectively, and enhance well-being.

Diversity and inclusion are integral to the success of BAE Systems Digital Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds – the best and brightest minds – can work together to achieve excellence and realise individual and organisational potential. 

Division overview: Capabilities

At BAE Systems Digital Intelligence, we pride ourselves in being a leader in the cyber defence industry, and Capabilities is the engine that keeps the business moving forward. It is the largest area of Digital Intelligence, containing our Engineering, Consulting and Project Management teams that design and implement the defence solutions and digital transformation projects that make us a globally recognised brand in both the public and private sector.

As a member of the Capabilities team, you will be creating and managing the solutions that earn us our place in an ever changing digital world. We all have a role to play in defending our clients, and this is yours.