Global Tier 1 Service Desk Technician

Location: Brisbane, Queensland, Australia. Permanent, full-time opportunity.

Company

Global provider of science, technology, engineering, and long-term operations and maintenance solutions for governments and businesses.

What you will do

• Provide first-level technical support by phone, chat, and ticketing systems for hardware, software, account, access, and authentication issues.
• Diagnose and resolve Tier 1 incidents using established procedures, knowledge articles, and standard operating practices.
• Manage user accounts, password resets, and multi-factor authentication requests.
• Create, document, manage, and resolve incidents and service requests in ServiceNow while meeting ITIL processes and SLAs.
• Escalate complex issues to Tier 2 and Tier 3 teams with complete troubleshooting information.
• Improve support processes, documentation, knowledge articles, and self-service resources while collaborating across regions.

Requirements

• Experience in a service desk, help desk, technical support, or customer service environment.
• Experience with ServiceNow or a similar IT service management platform.
• Working knowledge of Microsoft Windows and Microsoft 365 applications.
• Familiarity with Active Directory, Microsoft Entra ID, password management, and MFA.
• Experience with remote support tools and collaboration platforms such as Microsoft Teams.
• Strong customer service, communication, problem-solving, prioritization, and teamwork skills.

Nice to have

• Certificate, diploma, associate degree, or equivalent technical training in Information Technology.
• CompTIA A+, ITIL 4 Foundation, HDI Customer Service Representative, or another relevant certification.
• Experience supporting users in a large enterprise or multi-region environment.

Culture & Benefits

• Flexible working and a workplace certified as a Great Place To Work.
• Competitive salary with annual reviews.
• Paid parental leave, income protection, corporate rewards, and salary packaging or novated leasing.
• Employee stock purchase plans, flu shots, skin checks, and discounted private health insurance.
• Online learning, mentorship, and career development pathways.
• AGSVA security clearance and compliance with ITAR are required.