- Junior
- Bureau à Doncaster
End User Support Analysts
Location: Doncaster, onsite working with 5 days in the office
Ready to leverage your service desk experience and IT skills in a fast-paced, collaborative environment?
What the role has to offer
Take ownership of incidents from start to finish, ensuring timely resolution that meets customer satisfaction and aligns with SLA targets, while developing strong problem-solving skills in a dynamic environment
Gain hands-on experience with a wide range of IT systems, including Active Directory, Exchange, VMWare, and Microsoft Office deployments, enhancing your technical expertise and career growth opportunities
Our Opportunity
Join our UK Service Desk Team and play a key role in delivering exceptional IT support to business users across the UK. In this role, you’ll manage incidents and service requests using the ServiceNow tool, ensuring timely logging, accurate diagnosis, and effective resolution to keep our operations running smoothly. If you're passionate about problem-solving and providing outstanding user support, apply now to become an essential part of our dedicated IT support team!
The Service Desk covers Monday to Friday 07:30 to 18:00. The role would involve working as part of a large SC Cleared team taking telephone calls and chats from users from all areas of the business as well as monitoring the on-line portal, deploying software and managing Service Request implementations.
Building a Future, we can all trust.
For our businesses to thrive, employees need to have a state-of-the-art experience while working in the office, at home, or abroad. Information Systems & Technology’s activities in infrastructure, systems, applications, support, security, and business intelligence enable optimised productivity for Thales staff around the world.
What we offer you
We offer a competitive salary and benefits package designed to support our employees’ wellbeing and professional growth, which includes:
Pension – match like-for-like up to 7% of annual base salary
Life Assurance – 2 x base salary minimum (8 x salary if part of the pension scheme)
Income Protection – 50% of salary less state benefits for 5 years
Annual Leave – 201 hours, bank holidays, plus 1 company day
Private Medical Insurance - Couples cover
24/7 Employee Assistance Programme
24 hours paid leave for volunteering activities
Access to flexible benefits and discounts – dental insurance, buying & selling annual leave, cycle to work, and many more
Key Responsibilities and Tasks
End to end call management of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs
Responsible for answering all calls and chats to the Service Desk within the SLA response times
Raising Service Requests from users either via the phone or online portal
Accurately recording all incident details and resolution activity into the Service Desk tool
Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicable
Providing a high level of first-time fix for all incidents
Escalating incidents to the next level of management or technical support where SLA timescales are reached
Ensuring regular communications updates are provided to the customer until incidents are resolved
User account creation in Active Directory and NT
Email account management in Exchange
Full lifecycle administration of Windows Shares and Active Directory
Deployment of Virtual Machines within VMWare
Configuration and deployment of Microsoft Office suites and other software
Adherence to Thales procedures, working practices and department specific processes
Other ad-hoc duties as required to support the Service Management operation
About You
At Thales, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don't match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world’s most critical challenges.
We’re looking for someone with service desk experience, handling a diverse range of issues, applications, and assets. Familiarity with Enterprise Volt, Windows 7, Exchange, Outlook, and other Microsoft applications is a big plus! You’ll thrive by communicating confidently and thoughtfully with a wide variety of colleagues and suppliers. ITIL v3 Foundation is desirable.
If you come from a customer service and IT background and enjoy collaborating within a large, dynamic team, this role is perfect for you. You’ll need to be adaptable to shifting priorities, delivering outstanding customer service every step of the way. Bring your methodical problem-solving skills to troubleshoot both IT and Service Management challenges with confidence and precision!
Ready to take your IT support career to the next level? Apply today and join our dynamic Service Desk team!
Security Clearance Statement
This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.
To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks.
For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency - United Kingdom Security Vetting - GOV.UK (www.gov.uk)
#LI-MC2
In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.
Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.
Great journeys start here, apply now!
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