Tier 1 Service Desk Technician – Global Support

About the role

The Service Desk Technician I (Tier 1) is the first point of contact for end‑users across KBR’s global, follow‑the‑sun IT Service Desk. You will provide first‑line technical support for hardware, software, account and authentication 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.
• 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, track and close incidents and service requests in ServiceNow, ensuring accurate documentation.
• Escalate complex issues to Tier 2/3 teams with detailed troubleshooting information.
• Communicate technical information clearly to users of varying technical knowledge.
• Contribute to continuous improvement of support processes, knowledge articles and self‑service resources.
• Collaborate with team members and stakeholders across multiple locations for major incident response.

Required profile

• Experience in a service desk, help desk, technical support or customer service environment.
• Familiarity with ServiceNow or a similar ITSM platform.
• Working knowledge of Microsoft Windows OS and Microsoft 365 applications.
• Understanding of Active Directory, Microsoft Entra ID, password management and MFA.
• Proficiency with remote support tools and collaboration platforms such as Microsoft Teams.
• Strong communication, problem‑solving and customer‑service skills.
• Ability to manage competing priorities independently and within a team.

Required skills

• ServiceNow (ITSM)
• Microsoft Windows operating systems
• Microsoft 365 suite
• Active Directory / Microsoft Entra ID
• Multi‑factor authentication (MFA)
• Remote support tools
• Microsoft Teams

What we offer

• Great Place to Work certified culture with flexible working options.
• Competitive salary with annual reviews.
• Paid parental leave and income protection.
• Corporate rewards, salary packaging/Novated leasing, and employee stock purchase plans.
• Health benefits including flu shots, skin checks and discounted private health insurance.
• Career development through online learning, mentorship and clear career pathways.