Global Tier 1 Service Desk Technician

Emmetts; Canberra; Vor Ort; AUD 60.000 - 80.000; Vollzeit

Zusammenfassung

KBR in Australia is seeking a Global Tier 1 Service Desk Technician to be the first point of 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 and service requests are managed per ITIL and SLAs.

The role is permanent and full-time, with possible locations in Brisbane, Canberra, Sydney, Melbourne or Adelaide.

Qualifikationen

• Experience in a service desk, help desk, or customer support environment.
• Experience using ServiceNow or similar ITSM platform.
• Working knowledge of Windows and Microsoft 365.
• Familiarity with Active Directory, Entra ID, and MFA.

Aufgaben

• Provide first-level technical support via phone, chat and ticketing systems.
• Diagnose, troubleshoot and resolve Tier 1 issues.
• Support account administration, password resets and MFA requests.
• Create and resolve incidents in ServiceNow with proper documentation.
• Escalate complex issues to Tier 2/3 when needed.
• Deliver clear, professional communication to users.
• Contribute to knowledge articles and self-service resources.
• Collaborate with teams across locations.

Kenntnisse

Service desk experience

ITSM (ServiceNow)

Windows OS

Microsoft 365

Active Directory

Entra ID

MFA

Customer service

Remote support

Ausbildung

Certificate, diploma or associate degree in Information Technology

Tools

ServiceNow

Remote support tools

Microsoft Teams

Jobbeschreibung

KBR in Australia is seeking a Global Tier 1 Service Desk Technician to be the first point of 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 and service requests are managed per ITIL and SLAs.

The role is permanent and full-time, with possible locations in Brisbane, Canberra, Sydney, Melbourne or Adelaide.