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.

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.