Service Desk Technician – Flexible Hours, 24/7 Support

Kinetic IT; Canberra; On-site; 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 issues, log service requests, and provide timely updates to users.

You’ll join a collaborative team with comprehensive training and ongoing development, workload includes 24/7 rotating shifts, and you’ll leverage your strong communication skills and a genuine passion for helping people.

Qualifications

• A current Government Security Clearance is required.
• 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.
• Availability to participate in a 24/7 rotating roster.

Responsibilities

• 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

Skills

First-level support

Communication skills

Customer service

Team collaboration

Job description

Kinetic IT is seeking a Service Desk Technician to be the first point of contact for customers needing technical support. You will troubleshoot issues, log service requests, and provide timely updates to users.

You’ll join a collaborative team with comprehensive training and ongoing development, workload includes 24/7 rotating shifts, and you’ll leverage your strong communication skills and a genuine passion for helping people.