Senior Service Desk Pro - Hybrid & Flexible Hours

Kinetic IT; Perth; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid options

Flexible hours

Opportunity Marketplace

Employee discounts

Health resources

Wellbeing support

Job summary

Kinetic IT is seeking a Senior Service Desk Technician to be a key contact for technical support, primarily within Service Desk environments. You will solve problems, mentor junior team members, and promote continuous improvement within the team.

Responsibilities include first-level support via phone, email and chat; hardware/software troubleshooting; incident management within SLAs; maintaining ticket quality and updating knowledge articles; and rostered support. Hybrid options available.

Qualifications

• Experience in a Service Desk role.
• Customer-first mindset and clear communication.
• Familiar with ServiceNow and remote support tools.
• Ability to work independently and in a team.
• Experience updating knowledge articles and processes.
• Mentoring and training team members.
• Willingness to learn in a fast-paced environment.
• Strong time management and prioritisation.

Responsibilities

• Providing first-level support via phone, email, and chat.
• Troubleshooting hardware and software issues and escalating when needed.
• Managing incidents within service levels.
• Logging interactions and maintaining ticket quality.
• Supporting and training other Service Desk members.
• Monitoring queues and prompt responses.
• Upkeeping knowledge base articles and improving processes.
• Promoting a positive, solutions-focused team culture.
• Participating in rostered schedule.

Skills

Service Desk experience

Customer-first mindset

Clear communication

Remote support tools

Ticketing systems

Mentoring

Team collaboration

Knowledge base updates

Time management

Education

National Police Clearance

Tools

ServiceNow

Job description

Kinetic IT is seeking a Senior Service Desk Technician to be a key contact for technical support, primarily within Service Desk environments. You will solve problems, mentor junior team members, and promote continuous improvement within the team.

Responsibilities include first-level support via phone, email and chat; hardware/software troubleshooting; incident management within SLAs; maintaining ticket quality and updating knowledge articles; and rostered support. Hybrid options available.