Service Desk Technician

Kinetic IT; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Kinetic IT is seeking a Service Desk Technician to be the first point of contact for users requiring IT support. You'll troubleshoot a range of hardware, software and application issues while delivering a positive customer experience in a collaborative team.

Based in Melbourne and operating on a standard Monday to Friday roster with a 4-on 4-off rotation during peak periods, you will contribute to maintaining high service levels across our customer environments.

Qualifications

• Passion for technology and helping people solve problems.
• Strong communication and customer service skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Strong attention to detail and ability to follow processes.
• Previous experience in a customer service, help desk, or service desk environment is highly regarded.
• Minimum Government Security Clearance preferred or ability to obtain one.

Responsibilities

• Provide first-level technical support for IT incidents and service requests.
• Diagnose and resolve hardware, software and application issues.
• Manage and update support tickets within service levels.
• Escalate complex issues to specialist teams when required.
• Build positive relationships with customers through professional, responsive service.
• Contribute to team knowledge-sharing and continuous service improvement.

Skills

Customer service

Communication

Teamwork

Attention to detail

Problem solving

Government clearance

Job description

About The Role

As a Service Desk Technician, you'll be the first point of contact for users seeking IT support, helping to resolve technical issues and ensure a positive customer experience. Working within a collaborative team, you'll provide timely assistance, troubleshoot a variety of technology challenges, and contribute to maintaining high service standards across our customer environments.

This position primarily operates on a standard Monday to Friday roster; however, successful applicants will participate in a 4 days on, 4 days off shift rotation for up to two one-month periods each year to support operational requirements.

Responsibilities will include:

• Providing first-level technical support for IT incidents and service requests
• Diagnosing and resolving hardware, software, and application-related issues
• Managing and updating support tickets within established service levels
• Escalating complex issues to specialist teams when required
• Building positive relationships with customers through professional and responsive service
• Contributing to team knowledge-sharing and continuous service improvement initiatives

What you’ll bring to the table:

• A passion for technology and helping people solve problems
• Strong communication and customer service skills
• The ability to work effectively in a fast-paced and team-oriented environment
• Strong attention to detail and the ability to follow processes accurately
• Previous experience in a customer service, help desk, or service desk environment will be highly regarded
• A minimum Government Security Clearance preferred, or the ability to obtain and maintain one

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.