Global Tier 1 Service Desk Technician - Sydney

Green Light Worldwide; Sydney; On-site; AUD 60,000 - 78,000; Full time

Benefits offered by this job

Great Place To Work

Flexible working

Competitive salary

Paid parental leave

Income protection

Career development

Job summary

KBR in Sydney is seeking a Global Tier 1 Service Desk Technician to deliver first-line IT support for end users across multiple regions. You will handle account administration, hardware, software, and access issues, ensuring incidents are resolved within defined SLAs.

The ideal candidate will have service desk experience, familiarity with ServiceNow, Windows and Microsoft 365, and strong customer service skills.

Qualifications

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

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.

Skills

Service desk experience

Customer service

Communication

Teamwork

Problem-solving

Education

IT-related certificate

ITIL 4 Foundation

CompTIA A+

Tools

ServiceNow

Microsoft 365

Active Directory

Microsoft Entra ID

MFA management

Microsoft Teams

Job description

KBR in Sydney is seeking a Global Tier 1 Service Desk Technician to deliver first-line IT support for end users across multiple regions. You will handle account administration, hardware, software, and access issues, ensuring incidents are resolved within defined SLAs.

The ideal candidate will have service desk experience, familiarity with ServiceNow, Windows and Microsoft 365, and strong customer service skills.