Service Desk Technician

Kinetic IT; Fremantle; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

Kinetic IT is seeking a Service Desk Technician to be the first point of contact for customers needing technical support. You will troubleshoot, resolve incidents, and deliver exceptional service while collaborating with internal teams and vendors in a hybrid work environment.

Join a leading Australian IT services provider with 25+ years in the market, offering comprehensive training and development opportunities across Intelligent Workplace, Cloud, Cyber Security and IT Service Management.

Qualifications

• Strong communication and problem-solving are essential for supporting customers.
• Experience in customer-facing roles is highly regarded.
• Ability to learn new technologies, processes and systems quickly.

Responsibilities

• Providing first-level support and troubleshooting via phone and other channels.
• Logging and managing service requests and incidents to meet expectations.
• Escalating complex issues to specialised teams when needed.
• Delivering high-quality customer service in every interaction.
• Collaborating with internal teams, vendors and service providers.
• Contributing to continuous improvement and sharing knowledge.

Skills

Strong communication

Problem solving

Customer service

Team player

Attention to detail

Learning ability

Job description

About The Role

As a Service Desk Technician, you'll be the first point of contact for customers seeking technical support. You'll use your communication and problem-solving skills to assist users, troubleshoot issues, and ensure an exceptional customer experience. Working within a supportive team environment, you'll receive comprehensive training and ongoing development opportunities while gaining valuable experience in the IT industry.

About The Role

As a Service Desk Technician, you'll be the first point of contact for customers seeking technical support. You'll use your communication and problem-solving skills to assist users, troubleshoot issues, and ensure an exceptional customer experience. Working within a supportive team environment, you'll receive comprehensive training and ongoing development opportunities while gaining valuable experience in the IT industry.

Responsibilities will include:

• Providing first-level support and troubleshooting assistance via phone and other support channels
• Logging, managing and resolving service requests and incidents while meeting service expectations
• Escalating complex issues to specialised support teams when required
• Delivering a high standard of customer service in every interaction
• Collaborating with internal teams, vendors and service providers to achieve positive outcomes
• Contributing to continuous improvement initiatives and sharing knowledge across the team

What you’ll bring to the table:

• Ability to obtain National Police Clearance & other security checks
• Strong communication skills and a genuine passion for helping people
• Previous experience in customer service, contact centre, hospitality, retail or similar customer-facing roles is highly regarded
• The ability to learn new technologies, processes and systems quickly
• Strong attention to detail and the ability to follow procedures accurately
• A positive attitude, resilience and a team-focused mindset

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.