Service Desk Technician

Kinetic IT; Darwin; On-site; AUD 45,000 - 65,000; Full time

Job summary

Kinetic IT is seeking capable Service Desk Technicians to be the first point of contact for users, resolving IT issues over the phone while delivering excellent customer service.

You will log and resolve tickets, escalate to cross-functional teams as needed, and collaborate with other vendors and service providers to ensure timely and effective IT support across the organisation in Australia.

Qualifications

• Customer service experience and strong communication skills.
• Experience in phone-based customer service environments.
• Unrestricted working rights in Australia.
• Ability to obtain National Police Clearance and inhouse security checks.

Responsibilities

• Troubleshooting & investigating IT-related issues over the phone.
• Deliver a high-level of 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.

Skills

Customer service

Communication skills

Phone support

Adaptability

Job description

About The Role

We’re searching for customer-focused Service Desk Technicians to join our company. You’ll be the first point of contact ensuring users IT issues are resolved while delivering excellent customer service.

Responsibilities will include

• Troubleshooting & investigating IT-related issues over the phone
• Deliver a high-level of 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

• Must have customer service experience and strong communication 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.
• Must have unrestricted working rights in Australia
• Ability to obtain a National Police Clearance and inhouse security checks

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.