Global Tier 1 Service Desk Technician

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

Title:

Global Tier 1 Service Desk Technician

At KBR – We do things that matter.

We deliver science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 38,000 people worldwide with customers in more than 80 countries and operations in over 29 countries.

KBR is proud to work with its customers across the globe to provide technology, value-added services, and long-term operations and maintenance services to ensure consistent delivery with predictable results. At KBR, We Deliver.

Think.KBR.com

KBR in Australia

With over 65 years working on some of Australia’s largest and most complex projects, KBR has unmatched experience supporting the nation’s critical infrastructure, energy transition and national security priorities. KBR has around 2,000 employees throughout Australia, who are focused on delivering innovative technology and engineering solutions for a safer, more secure and sustainable future.

Learn more about KBR in Australia

Belong, Connect and Grow at KBR

At KBR, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team’s philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver – Together.

The Opportunity

The Service Desk Technician I (Tier 1) serves as the first point of contact for end users across a global, follow-the-sun IT Service Desk. This role provides first-line technical support for account administration, hardware, software, access, and authentication issues while ensuring incidents and service requests are managed effectively through established IT service management processes.

The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced support environment. Success in this role requires strong communication skills, adherence to service levels, accurate ticket documentation, and the ability to collaborate effectively with colleagues and end users across multiple regions, time zones, and cultures.

This is a permanent, full-time opportunity and can be located in Brisbane, Canberra, Sydney, Melbourne or Adelaide.

Responsibilities

• Provide first-level technical support to internal and external customers via phone, chat and ticketing systems, resolving hardware, software, account and access-related issues within agreed service levels.
• Diagnose, troubleshoot and resolve Tier 1 technical issues using established procedures, knowledge articles and standard operating practices.
• Support user account administration, password resets and multi-factor authentication (MFA) requests.
• Create, manage and resolve incidents and service requests within ServiceNow, ensuring accurate documentation and compliance with ITIL processes and service level agreements (SLAs).
• Escalate complex issues to Tier 2 or Tier 3 support teams, providing comprehensive troubleshooting information to support timely resolution.
• Deliver a high standard of customer service by communicating technical information clearly and professionally to users with varying levels of technical knowledge.
• Contribute to the continuous improvement of support processes, knowledge articles, documentation and self-service resources.
• Collaborate effectively with team members and stakeholders across multiple locations to support service delivery and major incident response.
• Participate in ongoing training and professional development to maintain technical knowledge and service excellence.

As the ideal candidate you will bring

Essential

• Experience in a service desk, help desk, technical support or customer service environment.
• Experience using ServiceNow or a similar IT service management (ITSM) platform.
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Familiarity with Active Directory, Microsoft Entra ID, password management and multi-factor authentication (MFA).
• Experience using remote support tools and collaboration platforms such as Microsoft Teams.
• Strong customer service, communication and problem-solving skills.
• Ability to manage competing priorities while working independently and as part of a team.

Desirable

• Certificate, diploma or associate degree in Information Technology or a related discipline, or equivalent technical training.
• CompTIA A+, ITIL 4 Foundation, HDI Customer Service Representative (CSR) or other relevant technical certifications.
• Experience supporting users in a large enterprise or multi-region environment.

What we will offer you

• A workplace culture certified as a Great Place To Work
• Flexible working
• Competitive salary (including annual reviews)
• Paid parental leave
• Income protection
• Corporate rewards
• Salary packaging/Novated leasing
• Employee stock purchase plans
• Flu shots, skin checks and discounted private health insurance
• Career development: Online learning, mentorship and career pathways

As a Major Service Provider of the Australian Defence Force, an AGSVA security clearance will be required and compliance to International Traffic in Arms Regulations (ITAR). As such, our hiring decisions are based on the key requirements of each role and candidates are selected based on their unique strengths and experiences.