Analyst, Service Desk

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.

About Us

Thiess works with clients in Australia, Asia, and the Americas in the dynamic field of open-cut and underground mining. The pioneering spirit of our founders - the legendary Thiess brothers - is our legacy and has inspired our vision to harness the power of people and technology to drive sustainable change for more than 90 years.

Learn more about Our Vision, Purpose & Values.

At Thiess, we're creating a culture of curiosity, knowledge-sharing and continuous learning - supporting our people to contribute to Thiess success and continued growth in sustainable mining.

We recognise the value of an inclusive and diverse workplace through our vision: everyone matters always. We're focused on creating an inclusive environment to enable our people to bring their best self to work because they feel safe, included, and empowered.

Learn more about working at Thiess.

The Opportunity

Incident Management & Service Delivery

• Log, categories, priorities, and resolve incidents/service requests in line with SLAs/WLAs, Ensure timely response and resolution of tickets with focus on First Call Resolution (FCR)
  
  

Stakeholder Communication & Support Experience

• Communicate clearly with users on ticket status, expected resolution time, and progress updates
• Build positive working relationships with internal teams and business users
• Manage user expectations professionally, especially during high-priority incidents
• Ensure consistent follow-up and closure confirmation from users
• Maintain proper documentation of interactions and resolutions
  
  

Continuous Improvement & Knowledge Management

• Identify recurring issues and contribute to problem management and root cause analysis Maintain and update knowledge base articles for faster issue resolution
• Support improvement initiatives to reduce ticket backlog and repeat incidents
• Adhere to defined service desk processes and suggest enhancements where needed
• Contribute to performance metrics improvement (FCR, SLA compliance, ticket quality)
  
  

About You:

Work Experience

• 2 to 3 + Years's Experience of working within a complex ICT environment
• Demonstrated experience in the operation and technical support of PC's, associated peripherals, and software in a complex windows environment.
• Experience with working in an environment that is tracked via an incident management tool.
• Must have good Communication Skills
  
  

Technical Skills

• Ability to communicate effectively to all levels of the organization
• Working knowledge of enterprise ICT environments.
• Knowledge of ITIL practices desirable.
• Active Directory user account administration- User Creation, Password Reset.
• Working knowledge of an ICT incident call management system. (Service Now Desirable)
• Working knowledge of common desktop software including Windows 10 and MS Office365.
• Working knowledge of workstation hardware and peripheral devices
• 2–3+ years ICT experience, Active Directory administration, Windows/Microsoft 365 support, ServiceNow desirable, strong communication and problem-solving skill
  
  

Soft Skills

• Excellent communication (both written and oral), relationship management and influencing skills
• Excellent critical thinking skills and the ability to understand complex business issues and how these relate to performance and financial outcomes
• Ability to influence and guide process and system owners and stakeholders to achieve best for business outcomes
• Excellent problem-solving skills
• Ability to challenge status quo or unacceptable performance
• Ability to work as an individual, within a team and with cross functional team
  
  

What's On Offer

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

This role is an opportunity to take the next step in your career. With our culture of recognition, development, and a stimulating and satisfying work environment, there is no better time to join Thiess.

Please click the apply button below to apply for this role.

Thiess follows a Pre-Employment Process for all successful applicants, which includes two employment references, a National Police Check, and a medical assessment. These checks are essential to your application, and your recruiter will support you through the process.

Should you require assistance applying for this opportunity, please contact us at [HIDDEN TEXT].