{"id":4091275,"url":"https://alion.io/job/thiess-analyst-service-desk","title":"Analyst, Service Desk","company":{"id":686106,"name":"Thiess","domain":"thiess.com","url":"https://alion.io/company/thiess","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-11-11T17:21:56Z","employer_posted_date":null,"last_verified_at":"2026-11-11T17:21:56Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Make your mark with Thiess\n\nEvery day, all around the world, Thiess supports and celebrates our people. We recognise talent, reward transparency, champion diversity and embrace change.\n\nJoin us and hone your skills and develop new ones. Take on big challenges and grow through mentorship, collaboration, and empowerment.\n\nThe Opportunity\n\nExciting 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.\n\nAs the [Position Title], you will:\n\nAct as the first point of contact for employees experiencing IT-related issues and service requests.\nLog, categorize, prioritize, and resolve incidents in line with agreed SLA and service standards.\nProvide support for Windows operating systems, Microsoft 365 applications, desktop devices, laptops, and peripherals.\nPerform Active Directory administration, including user account creation, password resets, and access management.\nManage and update tickets through the incident management system, ensuring accurate documentation and timely resolution.\nCommunicate proactively with users regarding ticket status, resolution timelines, and progress updates.\nDeliver a high level of customer service while managing user expectations during incidents and service disruptions.\nCollaborate with Infrastructure, Security, Applications, and ICT Operations teams to resolve complex technical issues.\nEscalate unresolved incidents to the appropriate support teams while ensuring ownership and follow-through.\nSupport a global user base across multiple regions and time zones within a 24x7 service environment.\nMaintain high First Call Resolution (FCR) rates and contribute towards SLA achievement.\nTroubleshoot hardware, software, network connectivity, and user access issues. \nDocument troubleshooting steps, resolutions, and technical procedures to maintain knowledge base articles.\nIdentify recurring issues and contribute to root cause analysis and continuous improvement initiatives.\nAssist in reducing ticket backlogs and improving service desk performance metrics.\nBuild and maintain positive working relationships with internal stakeholders and business users.\nEnsure all user interactions and support activities are properly documented and compliant with service desk processes.\nContribute ideas and recommendations to improve service delivery, user experience, and operational efficiency\n\nAbout You\n\nFormal Education\n\nDegree, diploma or equivalent qualification in Information Technology, Computer Science or related discipline.\nITIL Foundation certification preferred.\nRelevant Microsoft certifications desirable\n\nWork Experience\n\n2-3+ years of experience in IT Service Desk, Helpdesk, or Desktop Support \nExperience working in 24x7 shift-based support operations.\nProven experience handling escalations, priority incidents and service restoration activities.\nExperience supporting enterprise ICT environments and global users.\n\nTechnical And Service Skills\n\nHands-on experience with Active Directory, Microsoft 365, Windows environments, and ticketing tools (ServiceNow preferred).\nStrong troubleshooting and problem-solving capabilities.\nExcellent written and verbal communication skills with a customer-focused approach.\nAbility to work effectively in a fast-paced, global support environment.\nWillingness to support 24x7 operations and collaborate with global teams\n\nWhat's on offer\n\nAt 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.\n\nCompetitive salary package.\nOngoing training & development opportunities.\nA strong safety-first culture across all operations, built on care, respect and accountability.\nRange of corporate discounts including health insurance (Medibank), travel & retail products.\n\nAbout Thiess\n\nThiess works with clients in Australia, Asia and the Americas in the dynamic field of open-cut and underground mining.\n\nThe pioneering spirit of our founders – the legendary Thiess brothers – is our legacy and inspires our vision to harness the power of people and technology to drive sustainable change.\n\nAt Thiess, you will have the opportunity to play a part in the global energy transition. We are growing our commodities portfolio to include metals and minerals critical to the energy transition and developing services to enable sustainable mining.\n\nWe'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.\n\nWe'll support you in honing your skills and developing new ones, taking on challenges and growing through mentorship, collaboration, and empowerment. We offer our people ongoing technical training and development opportunities so they can reach their full potential. We also invest in the workforce of the future, with a range of programs for people starting their careers.\n\nWe recognise the value of an inclusive and diverse workplace through our vision of 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.\n\nAbout Capability Hubs\n\nThiess Capability Hubs are a key part of how we deliver work globally - connecting skilled talent with business needs to provide high-quality, efficient, and scalable services across functions and regions. The Capability Hubs enable access to global capability, supporting business growth while strengthening consistency, performance, and value delivery across Thiess.\n\nOur Capability Hubs operate as an integrated extension of the business, working in close partnership with Service Recipients to deliver outcomes that matter. With a strong focus on service discipline, governance, and continuous improvement, the Hubs play a critical role in how Thiess operates and evolves.\n\nMake your mark - Globally, People First\n\nOur Capability Hubs offer the opportunity to make your mark as part of a global business, collaborating across diverse teams to connect global capability with local delivery.\n\nYou will contribute to shared success while building valuable professional experience in a supportive and respectful environment where your contribution is rewarded, and your wellbeing is valued.\n\nThis experience is underpinned by four key pillars - Global Connection, Meaningful Contribution, Career Opportunities, and a Values-led Culture - which define what it means to work within our Capability Hubs.\n\nYou will work globally with diverse teams, broadening your perspective and deepening your expertise, while contributing to meaningful outcomes that deliver value to the business.\n\nYou will also build practical experience and capability to support your ongoing career growth, within a values-led culture where people are respected, supported, and recognised for their contribution.\n\nHow To Apply\n\nThis 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.\n\nPlease click the apply button below to apply for this role.\n\nThiess follows an Employment check Process for all successful applicants, which includes two employment references, an ID check, educational and a medical assessment. These checks are essential to your application, and your recruiter will support you through the process.\n\nShould you require assistance applying for this opportunity, please contact us at [HIDDEN TEXT]","description_format":"text","description_chars":7918,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Mining","Construction"],"lifecycle":[{"event":"open","at":"2026-11-11T20:09:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["seen:0","win:early","comp:junior"],"computed_at":"2026-11-12T02:57:36Z"},"pay":null,"html_url":"https://alion.io/job/thiess-analyst-service-desk","json_url":"https://alion.io/job/thiess-analyst-service-desk.json","meta":{"generated_at":"2026-11-12T02:57:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6626,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":686106},"rest":"https://alion.io/mcp/rest/get_company?id=686106"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthiess-analyst-service-desk"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthiess-analyst-service-desk"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthiess-analyst-service-desk"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thiess-analyst-service-desk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthiess-analyst-service-desk"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4091275}},{"tool":"search_jobs","arguments":{"company":"thiess.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4091275},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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