ICT Help Desk & Desktop Support

About us:

Headquartered in Melbourne CBD, Hanwha Defense Australia was established in 2019 with an initial focus on Land Systems. The company has been selected as the contractor to supply Land 8116, and now Land 400 Phase 3, the latter of which is the Australian Army’s largest ever acquisition program to date.

Hanwha Defense Australia is a subsidiary of Hanwha Corporation which has grown to be the largest and most influential defence corporation in South Korea.

Your new role:

The ICT Help Desk & Desktop Support person will provide technical assistance and support for incoming queries and issues related to end-user computer systems (physical or virtual & including mobile devices), software and hardware.

This role will be based primarily from the Hanwha Defence Australia head office in the CBD. However may be required to attend the Hanwha Armoured Vehicle Centre of Excellence (H-ACE) in Avalon to support the onsite ICT team or ICT project activities as coordinated.

Primary Duties:

• Manage ICT helpdesk requests received in the helpdesk system, or via phone or email
• Provide first-line support for any ICT issues, including day-to-day end-user support, onsite and remote assistance (when required)
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Deploy and support end-user hardware and software, including assisting with user account creation & onboarding of new staff
• Coordinate with vendors on repairs of computers and manage ICT stock levels
• Document practices, solutions, known issues, and common troubleshooting procedures – including drafting content for the ICT knowledgebase when required
• Maintain ICT Quality of Service across the business
• Ensure Internal Client Satisfaction of ICT operations
• Adhere to all relevant security and data protection standards
• Assist to maintain a high level of system availably (per SLAs) and create a positive customer experience
• Other duties as required by the ICT Manager

Skills and Key Attributes:

• Excellent communication skills
• Proactive
• Analytical skills
• Team focused
• A technical, logical thought process
• Problem-solving skills
• An ability to stick to strict deadlines
• An ability to prioritise tasks
• A keen eye for detail

Qualifications:

• BSc/BA in ICT, Computer Science or other tertiary qualification in a relevant field (preferred)
• Relevant industry certifications (i.e., Microsoft, ITIL)

Eligibility

• In order to be successful in this role, you will need to be eligible to obtain and hold an Australian Government Security clearance (must be Australian Citizen).

Experience:

• Previous experience working in a helpdesk/desktop support role (required)
• Previous experience in developing helpdesk/desktop support procedures & systems (highly desirable)
• Previous experience in user account support or administration (desirable)
• Previous experience in using Microsoft systems (including Endpoint Manager) for operating system & application deployment & end user support (desirable)
• Demonstrated skillset across MS Office applications, Windows desktop operating systems & common end user & office technology.

What we can offer you:

• Diverse and inclusive organisation
• Competitive salaries
• Flexible Working arrangements
• Paid Parental Leave
• Defence Reservist Leave
• Professional Development 
• Health & Wellbeing Platform including an Employee Assistance Program

Hanwha Defense Australia looks for people who can embrace our three core values of ‘Challenge, Dedication, and Integrity’ that were established in the spirit of Trust and Loyalty. If you want to work with us on this exciting journey, now is the time to join.   

Hanwha Defense Australia is an Equal Opportunity Employer and encourages Aboriginal and Torres Strait Islanders to apply. We also welcome applications from individuals with culturally diverse backgrounds.

We are a proud supporter of the Veterans' Employment Program and welcomes the interest of ex-service members, veterans and their families.