Global IT Service Desk Technician - Tier 1 Support

Trinzic; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Great Place To Work

Flexible working

Competitive salary

Parental leave

Income protection

Corporate rewards

Novated leasing

Employee stock purchase

Health insurance discounts

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to be the first contact for end users across a follow-the-sun IT Service Desk. You will provide first-line support for account administration, hardware, software, access and authentication issues, ensuring incidents are managed per ITIL and SLAs.

The role requires strong customer service, clear communication and accurate ticketing across regions and time zones.

Qualifications

• Experience in a service desk, help desk, or IT support environment.
• Experience using ServiceNow or similar ITSM platform.
• Working knowledge of Windows OS and Microsoft 365.
• Familiarity with Active Directory, Entra ID and MFA.
• Experience with remote support and collaboration tools.
• Strong customer service, communication and problem-solving skills.
• Ability to manage competing priorities independently and in a team.

Responsibilities

• Provide first-level technical support via phone, chat and ticketing systems.
• Diagnose and resolve Tier 1 hardware, software and access issues.
• Handle password resets and MFA requests.
• Document incidents and requests in ServiceNow with ITIL alignment.
• Escalate complex cases to Tier 2/3 with detailed troubleshooting notes.
• Communicate technical information clearly to users with varying knowledge.
• Contribute to process improvements and self-service resources.
• Collaborate across locations to support service delivery and major incidents.

Skills

Service desk experience

ITSM (ServiceNow)

Windows and M365

Active Directory & MFA

Remote support tools

Customer service skills

Communication and prioritisation

Education

IT qualification (certificate/diploma/associate degree)

CompTIA A+

ITIL 4 Foundation

CSR certification (desirable)

Tools

ServiceNow

Microsoft Teams

Microsoft Entra ID

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to be the first contact for end users across a follow-the-sun IT Service Desk. You will provide first-line support for account administration, hardware, software, access and authentication issues, ensuring incidents are managed per ITIL and SLAs.

The role requires strong customer service, clear communication and accurate ticketing across regions and time zones.