Global Tier 1 Service Desk Technician

About the role

The Service Desk Technician I (Tier 1) is the first point of contact for end‑users on a global, follow‑the‑sun IT Service Desk. You will provide first‑line technical support for hardware, software, account and access issues while adhering to ITIL processes and service level agreements.

Key responsibilities

• Provide first‑level support via phone, chat and ticketing systems, resolving hardware, software, account and access issues within agreed SLAs.
• Diagnose, troubleshoot and resolve Tier 1 incidents using knowledge articles and standard operating procedures.
• Manage user account administration, password resets and multi‑factor authentication requests.
• Create, update and close incidents and service requests in ServiceNow, ensuring accurate documentation.
• Escalate complex issues to Tier 2/3 with detailed troubleshooting information.
• Contribute to continuous improvement of support processes, knowledge articles and self‑service resources.

Required profile

• Experience in a service desk, help desk or technical support environment.
• Strong customer‑service orientation with clear communication skills.
• Ability to manage competing priorities independently and as part of a team.
• Willingness to work in one of the Australian office locations (Brisbane, Canberra, Sydney, Melbourne or Adelaide).

Required skills

• ServiceNow or similar ITSM platform.
• Microsoft Windows operating systems and Microsoft 365 applications.
• Active Directory, Microsoft Entra ID and password/MFA management.
• Remote support tools and collaboration platforms such as Microsoft Teams.

What we offer

• Great Place to Work certified culture with flexible working options.
• Competitive salary with annual reviews and comprehensive benefits including parental leave, income protection and health programs.
• Career development through online learning, mentorship and clear career pathways.