Global Tier-1 IT Service Desk | Flexible Hours

KBR, Inc.; Adelaide; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Great Place To Work

Flexible working

Competitive salary

Job summary

KBR, Inc. is seeking a Global Tier 1 Service Desk Technician to provide first-line support across multiple regions and time zones. You will handle account administration, MFA, and hardware/software issues while maintaining SLA adherence.

The role offers permanent, full-time work with locations in Australia and flexibility to support a follow-the-sun IT service desk environment. Strong communication and teamwork are essential.

Qualifications

• Experience in a service desk or IT support environment.
• Experience with ServiceNow or a similar ITSM platform.
• Familiarity with Microsoft Windows and Microsoft 365.
• Knowledge of Active Directory / Entra ID and MFA.
• Experience using remote support tools such as Microsoft Teams.

Responsibilities

• Provide first-level technical support via phone, chat and ticketing systems within agreed SLAs.
• Diagnose, troubleshoot and resolve Tier 1 hardware, software and access issues.
• Support user accounts, password resets and MFA requests.
• Create and manage incidents in ServiceNow with accurate documentation.
• Escalate complex issues to Tier 2/3 with detailed troubleshooting information.
• Communicate clearly with users and maintain high customer service standards.
• Contribute to knowledge articles and self-service resources for continuous improvement.
• Collaborate with teams across locations and time zones to support service delivery.
• Participate in ongoing training to maintain technical knowledge.

Skills

Service desk experience

ITSM tools

Windows OS

Microsoft 365

Active Directory / Entra ID

MFA

Remote support tools

Customer service

Prioritisation / multitasking

Education

IT certificate / diploma

CompTIA A+

ITIL 4 Foundation

HDI CSR

Tools

ServiceNow

Microsoft Teams

Remote access tools

Job description

KBR, Inc. is seeking a Global Tier 1 Service Desk Technician to provide first-line support across multiple regions and time zones. You will handle account administration, MFA, and hardware/software issues while maintaining SLA adherence.

The role offers permanent, full-time work with locations in Australia and flexibility to support a follow-the-sun IT service desk environment. Strong communication and teamwork are essential.