IT Service Desk Analyst

About Asi Solutions

Technology is at its most powerful with the right people behind it.

Since 1985, ASI Solutions has been empowering a variety of businesses, across the public and private sector, by integrating IT solutions in a way that is meaningful and transformative to their business. At ASI Solutions, our goal is to ensure our customers are maximising on their technology investment, to find the right IT solutions that streamline processes and transform capabilities and pride ourselves in having the best team in the industry to do so.

We specialise in all areas of IT, from hardware and software procurement to complete IT service support and consulting.

We have a permanent full-time opportunity within our national Managed Services team for Service Desk Analyst based in our Victoria office.

Typical Days Look Like This:

• Start your shift by checking the ticket queue and team alerts; prioritise and triage new incidents.
• Take incoming calls, emails and portal requests as the first point of contact.
• Resolve routine L1 issues (password resets, Microsoft 365 sign-ins, basic Windows/macOS desktop problems, printing).
• Run standard diagnostics, follow runbooks and update tickets with clear, structured notes.
• Escalate complex problems to senior engineers with full diagnostic information (steps tried, logs, screenshots).
• Contribute to the knowledge base by documenting common fixes and learning notes.
• Spend time on training and shadowing senior engineers as part of your onboarding plan.

A bit about you…

• You’re starting your IT support career — curious, eager to learn and enjoy helping people.
• Strong communicator: you can explain technical issues in plain English and keep users reassured.
• Customer-service focused, reliable and able to work in a team under a shift roster.
• Organised and detail-oriented — you write clear ticket notes and follow processes.

To join the team, you will need to have:

Essential

• 0–12 months experience in an IT helpdesk / service desk / support role OR relevant IT traineeship / study.
• Basic familiarity with Microsoft 365 and Windows desktop troubleshooting.
• Comfortable using remote support tools and a ticketing system; able to write clear ticket notes.
• Right to work in Australia and able to meet pre-employment checks (ID / background checks as required by clients).
• Willingness to work rostered shifts (day roster; occasional evenings/weekends depending on client needs).
• Commitment to complete mandatory onboarding and certification milestones (MS-900 within ~90 days; MD-102 pathway scheduled within 6–9 months).

Desirable

• Exposure to Active Directory or Intune, basic networking concepts, and previous customer-facing experience.
• Experience with RMM/ticketing platforms (e.g., ConnectWise / Autotask / ServiceNow).

Why Asi Solutions?

Join us and be part of a family-centric culture that values innovation, collaboration, and connection. We offer a modern work environment equipped with all you need to thrive, work-life balance, educational support, and so much more. Celebrate your birthday with a day off, enjoy monthly staff lunches, and benefit from discounts on tech products. At ASI Solutions, we're not just a team; we're a community dedicated to making a difference.

Closing date: 27 October 2025