Global IT Service Desk Technician (Tier 1) - Flexible Work

Kbr; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Great Place To Work

Flexible working

Competitive salary

Paid parental leave

Income protection

Corporate rewards

Salary packaging

Employee stock purchase plan

Health benefits

Career development

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users worldwide. You will provide initial IT support for account administration, hardware, software, access and authentication issues, ensuring incidents are handled per ITIL processes.

The role is permanent and full-time and can be located in Brisbane, Canberra, Sydney, Melbourne or Adelaide. Strong communication and customer service skills are essential for success.

Qualifications

• Experience in a service desk, help desk, technical support or customer service environment.
• Experience using ServiceNow or a similar ITSM platform.
• Working knowledge of Windows operating systems and Microsoft 365 applications.
• Familiarity with Active Directory, Entra ID and MFA.
• Experience using remote support tools and collaboration platforms such as Teams.
• Strong customer service, communication and problem-solving skills.

Responsibilities

• Provide first-level technical support via phone, chat and ticketing systems.
• Diagnose, troubleshoot and resolve Tier 1 issues per SOPs and SLAs.
• Assist with password resets and MFA requests.
• Create and manage incidents and service requests in ServiceNow with proper documentation.
• Escalate complex issues to Tier 2/3 with detailed troubleshooting notes.
• Communicate clearly with users of varying technical levels.
• Contribute to knowledge base, articles and self-service resources.
• Collaborate across locations and time zones to support service delivery.
• Participate in ongoing training to maintain technical knowledge.

Skills

Customer service

Communication

Problem solving

Teamwork

Prioritization

Education

IT certificate/diploma

Tools

ServiceNow

Remote support tools

Microsoft Teams

Active Directory

Microsoft Entra ID

MFA

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users worldwide. You will provide initial IT support for account administration, hardware, software, access and authentication issues, ensuring incidents are handled per ITIL processes.

The role is permanent and full-time and can be located in Brisbane, Canberra, Sydney, Melbourne or Adelaide. Strong communication and customer service skills are essential for success.