Service Desk Technician

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

Job summary

Kinetic IT is seeking a Service Desk Technician to support Australia’s leading airline client, delivering high-quality phone-based IT service and ticket resolution. You will log tickets, provide timely updates, and collaborate with internal teams and external vendors to ensure smooth operations.

The role offers flexibility with hybrid work options and opportunities for professional development within a leading Australian IT services provider.

Qualifications

• Strong verbal communication and active listening.
• Experience in phone-based support is highly desirable.
• Ability to follow processes and log tickets accurately.
• Right to work in Australia and eligibility to pass checks.

Responsibilities

• Troubleshoot IT issues over the phone and provide guidance.
• Log, track, and resolve IT tickets; escalate when needed.
• Collaborate with vendors and cross-functional teams.
• Share improvements and contribute to knowledge base.

Skills

Clear communication

Customer service

Phone-based support

Job description

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.