Service Desk Analyst

About ASI Solutions

ASI Solutions is an Australian-owned technology partner focused on making lives easier through agile, reliable technology at scale. For nearly 40 years, ASI has supported education, government, and commercial organisations as technology environments have grown more complex and more critical to performance. Our approach is practical and outcomes-led. We take the time to understand what matters to each organisation before designing and delivering right-sized, de-risked solutions across managed services, cloud, security, data and AI, and digital skills. With national capability and local delivery teams, ASI helps customers move forward with clarity and confidence.

The role

We’re looking for a Service Desk Analyst to join our Services team in Mulgrave. You’ll be the first point of contact for end users, keeping our service responsive and our customers satisfied. It’s an entry-level role with a strong focus on learning from others and learning by doing.

What success looks like in this role

• Responsive service: tickets are triaged within response-time SLAs and routine issues are resolved at Level 1
• Great communication: users feel informed and respected, and our customer feedback and ticket audits reflect it
• Quality handovers: escalations reach senior engineers with the right information, so issues move forward without repeated follow-ups
• Proactive thinking: common or recurring issues are flagged early, and you help with preventative maintenance when assigned
• Growth: you complete your training milestones, progress your learning plan and take on more technical responsibility over time
• Compliance: ticket records are accurate and complete, and you work in line with ASI’s quality and information security standards

What you’ll be working on

• Acting as the first point of contact for user support by phone, email and portal
• Logging, triaging and resolving routine issues, including password resets, printer problems and application access
• Confirming issue details and explaining next steps clearly, whatever someone’s technical confidence
• Escalating complex problems with clear documentation of the steps taken
• Monitoring ticket queues and alerts, and raising items quickly
• Shadowing senior engineers, contributing to team culture and bringing fresh ideas to how we work

A bit about you

You’re a clear, respectful communicator who is comfortable with people at every level. You stay organised when priorities compete, you know when to ask for help, and you care about getting things right for the person on the other end. You’re curious, you like learning, and you want to grow your technical skills.

Essential criteria

• Some experience in an IT helpdesk, service desk or support role, or relevant IT studies or a traineeship
• Experience in a customer-facing role, delivering high-quality work
• Strong written and verbal communication, with a customer service mindset
• Basic familiarity with Microsoft 365, Windows desktop support and common endpoint troubleshooting
• Comfort with remote support tools and writing clear ticket notes
• Ability to follow a process and escalate appropriately
• Strong time management and the ability to prioritise competing demands

Desirable criteria

• Familiarity with device provisioning, password resets or access issues in Microsoft 365 or Intune (or a willingness to learn)
• Understanding of basic networking concepts
• Exposure to a ticketing system
• An analytical mindset, with the ability to bring together information from multiple systems
• A commitment to continuous learning and keeping up with technology trends
• A positive team focus, including mentoring newer colleagues when the opportunity arises

Why work with us?

• Birthday Leave – Celebrate your special day with a paid day off.
• Monthly Team Lunches – Connect, unwind, and enjoy great food with your colleagues.
• Tech Product Discounts – Access exclusive savings on a wide range of technology products.
• Paid Parental Leave – Support for growing families with dedicated leave options.
• Flexible Working Arrangements – Balance work and life with hybrid options and flexibility.
• Learning & Development Opportunities – Grow your skills through training, certifications, and career progression pathways.
• Competitive Salaries – Be rewarded with remuneration that reflects your experience and contribution.
• Diversity & Inclusion Committees – Be part of creating a workplace where everyone feels valued, supported, and included.
• Engagement Activities All Year Round – Enjoy social events, wellbeing initiatives, and team-building activities that strengthen our community.
• Supportive, Community-Driven Culture – We’re not just a team, we’re a connected, people-focused community making a meaningful impact.
• SheMentors Program – Supporting women across the organisation.

ASI Solutions is an equal opportunity employer. We enthusiastically welcome applications from individuals of all backgrounds, including but not limited to gender, race, ethnicity, age, religion, sexual orientation, neurodiversity and ability. We are committed to ensuring accessibility throughout our hiring process. If you have any specific needs or require assistance with the application process, please let us know.