Senior Service Desk Technician

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

As a Senior Service Desk Technician, you will be a key point of contact for technical support, you'll ensure a seamless and responsive experience for end users - primarily focused on Service Desk environments. This role suits someone who thrives on solving problems, sharing knowledge, and driving positive outcomes. You'll also play a vital role in mentoring junior team members and promoting continuous improvement within the team.

Responsibilities will include:

• Providing first-level support for issues via phone, email, and chat
• Troubleshooting hardware, software issues, escalating where required
• Managing and resolving incidents within defined service levels
• Accurately logging all interactions and maintaining high ticket quality
• Supporting and training other Service Desk team members as needed
• Monitoring service queues and ensuring prompt responses to requests
• Assisting with the upkeep of knowledge base articles and improving support processes
• Promoting a positive, solutions-focused team culture
• Participating in a rostered schedule to maintain consistent support coverage

What you'll bring to the table:

• Proven experience in a Service Desk role prior
• A strong customer-first mindset with the ability to communicate clearly and empathetically
• Familiarity with ticketing systems (e.g. ServiceNow) and remote support tools
• The ability to work both independently and collaboratively in a team setting
• Experience with updating knowledge articles and implementing new processes
• A passion for mentoring and training team members
• A willingness to continuously learn and adapt in a fast-paced environment
• Strong time management skills with a knack for prioritising tasks in a dynamic environment

Compliance & Requirements if successful:

• National Police Clearance

About Kinetic IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 25 years, we've partnered with some of Australia's most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

Be You, Create the Future

At Kinetic IT, we're driven by a shared passion for technology, customer success, and community impact.

With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch - helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you're safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We're proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture - Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Advance your career - Access new roles via our internal 'Opportunity Marketplace' careers hub.
• Flex your work - Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together - Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters - Health and wellness resources, tailored leave and support options and EAP access.
• Other Perks- Access to our employee discounts platform, discounted gym membership and more.

You can learn more about our culture and crew online at https://kineticit.com.au/work-with-us/careers-at-kit/.

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What can I earn as a Service Desk Technician