Make your mark with Thiess

Every day, all around the world, Thiess supports and celebrates our people. We recognise talent, reward transparency, champion diversity and embrace change.

Join us and hone your skills and develop new ones. Take on big challenges and grow through mentorship, collaboration, and empowerment.

The Opportunity

Exciting opportunity to join Thiess as an Analyst, ICT Service Desk, supporting a global technology environment. You will provide first-line technical support, manage incidents and service requests, and deliver an exceptional end-user experience. This role offers exposure to global stakeholders, modern ICT technologies, and 24x7 support operations. Ideal for professionals with 2-3+ years of IT support experience looking to grow in a dynamic global organization.

As the [Position Title], you will:

• Act as the first point of contact for employees experiencing IT-related issues and service requests.
• Log, categorize, prioritize, and resolve incidents in line with agreed SLA and service standards.
• Provide support for Windows operating systems, Microsoft 365 applications, desktop devices, laptops, and peripherals.
• Perform Active Directory administration, including user account creation, password resets, and access management.
• Manage and update tickets through the incident management system, ensuring accurate documentation and timely resolution.
• Communicate proactively with users regarding ticket status, resolution timelines, and progress updates.
• Deliver a high level of customer service while managing user expectations during incidents and service disruptions.
• Collaborate with Infrastructure, Security, Applications, and ICT Operations teams to resolve complex technical issues.
• Escalate unresolved incidents to the appropriate support teams while ensuring ownership and follow-through.
• Support a global user base across multiple regions and time zones within a 24x7 service environment.
• Maintain high First Call Resolution (FCR) rates and contribute towards SLA achievement.
• Troubleshoot hardware, software, network connectivity, and user access issues. 
• Document troubleshooting steps, resolutions, and technical procedures to maintain knowledge base articles.
• Identify recurring issues and contribute to root cause analysis and continuous improvement initiatives.
• Assist in reducing ticket backlogs and improving service desk performance metrics.
• Build and maintain positive working relationships with internal stakeholders and business users.
• Ensure all user interactions and support activities are properly documented and compliant with service desk processes.
• Contribute ideas and recommendations to improve service delivery, user experience, and operational efficiency

About you

Formal Education

• Degree, diploma or equivalent qualification in Information Technology, Computer Science or related discipline.
• ITIL Foundation certification preferred.
• Relevant Microsoft certifications desirable

Work Experience

Technical and Service Skills

• Hands-on experience with Active Directory, Microsoft 365, Windows environments, and ticketing tools (ServiceNow preferred).
• Strong troubleshooting and problem-solving capabilities.
• Excellent written and verbal communication skills with a customer-focused approach.
• Ability to work effectively in a fast-paced, global support environment.
• Willingness to support 24x7 operations and collaborate with global teams

At Thiess, our people are the heart of everything we do. We're committed to creating a workplace where everyone can thrive - safely, confidently and with opportunities to grow.

• Competitive salary package.
• Ongoing training & development opportunities.
• A strong safety-first culture across all operations, built on care, respect and accountability.
• Range of corporate discounts including health insurance (Medibank), travel & retail products.

How to Apply