Senior Service Desk Technician
About The Position
Be part of our growing team! We’re looking for Senior Service Desk Technicians to play a part part in delivering Kinetic IT’s award-winning customer service. You will be the first point of contact for some of Western Australia’s most critical workers seeking assistance over the phone or via email. Responsibilities will include: Actioning IT incidents and service requests via phone, email, or onsite support Providing prompt, solution-focused technical assistance and prioritising tasks as they arise Documenting and updating knowledge articles, work instructions, and procedures related to ICT services Logging activity into the ticketing system and liaising with the broader support team for analysis or escalation Providing VIP customer Service support.
Requirements
- Experience in an IT help desk or service desk environment
- A strong customer-first mindset with the ability to communicate clearly and empathetically
- Familiarity with ticketing systems (e.g. ServiceNow) and remote support tools
- The ability to work both independently and collaboratively in a team setting
- Strong time management skills with a knack for prioritising tasks in a dynamic environment
- A willingness to continuously learn and adapt in a fast-paced environment
Responsibilities
- Actioning IT incidents and service requests via phone, email, or onsite support
- Providing prompt, solution-focused technical assistance and prioritising tasks as they arise
- Documenting and updating knowledge articles, work instructions, and procedures related to ICT services
- Logging activity into the ticketing system and liaising with the broader support team for analysis or escalation
- Providing VIP customer Service support
Benefits
- Formal training
- mentoring
- vendor exam support
- communities of practice
- regular development reviews
- Access new roles via our internal ‘Opportunity Marketplace’ careers hub
- Hybrid options
- flexible hours
- mobility
- part-time roles (customer needs permitting)
- Social events
- cultural celebrations
- end-of-year functions
- Health and wellness resources
- tailored leave and support options
- EAP access
- Access to our employee discounts platform
- discounted gym membership
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
