Service Desk Technician

Kinetic IT; Australia; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work options

Job summary

Kinetic IT is hiring Service Desk Technicians to support Australia’s largest airline customer. The role focuses on resolving IT issues via phone, providing proactive customer service, and logging tickets for escalation where needed.

You will work with vendors and internal teams to improve processes and service outcomes. Ideal candidates will have strong communication skills, adaptability to new technologies, and prior phone-based customer service experience.

Qualifications

• Clear communication and good customer service skills.
• Ability to adapt to technology changes and follow processes accurately.
• Prior experience in a phone based and/or dynamic customer service environment is highly desirable.
• Required: Have the right to work in Australia.
• Ability to obtain a National Police Check & ASIC Security check as part of onboarding.

Responsibilities

• Troubleshooting & investigating IT-related issues over the phone.
• Deliver a high level of proactive and cooperative customer service
• Log & resolve IT tickets and escalate to cross-functional teams as required
• Collaborating with other vendors and service providers
• Sharing lessons learned and process improvements with your team.

Skills

Phone support

Customer service

Troubleshooting

Clear communication

Job description

About The Role

We’re on the lookout for talented Service Desk Technicians to join our company. Supporting Australia's largest domestic and international airline customer. We’re well known in the IT industry as an employer of choice, offering our staff attractive employee benefits and career opportunities and progression.

Responsibilities will include:

• Troubleshooting & investigating IT-related issues over the phone
• Deliver a high-level of proactive and cooperative customer service
• Log & resolve IT tickets and escalating to cross-functional teams as required
• Collaborating with other vendors and service providers
• Sharing lessons learned and process improvements with your team.

What you’ll bring to the table:

• Clear communication and good customer service skills
• Ability to adapt to technology changes and follow processes accurately
• Prior experience in a phone based and/or dynamic customer service environment is highly desirable.
• Required: Have the right to work in Australia
• Ability to obtain a National Police Check & ASIC Security check, as part of our onboarding process

Don’t meet every requirement? Don’t worry, we’d still love to hear from you!

At Kinetic IT we value diversity and are actively seeking candidates with varied backgrounds. In selecting the right person for this role, we will consider your skills and experience as well as your personal qualities, attitude and potential for development

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.