Service Desk Engineer

4 days ago

Canberra Australian Capital Territory Australia Asi Solutions Full time $100,000 - $120,000 per year

About ASI Solutions

ASI Solutions is a leading provider of technology solutions across Australia and New Zealand. Since 1985, we've delivered meaningful IT solutions that empower businesses across the public and private sectors. We specialise in all areas of IT, from hardware and software procurement to complete managed services.

By helping customers maximise their technology investments, streamline operations, and build future-ready capabilities, our consultative approach, long-standing relationships, and industry-leading team continue to drive our success.

As a Service Desk Engineer, you will act as the first point of contact for users, SDA's provide clear communication and basic troubleshooting across commonly used applications and systems. Your role is pivotal in fostering a collaborative, high-performing environment focused on delivering exceptional service.

Collaboration across Services, Sales, Presales, and Service Delivery teams is integral to the role, requiring strong communication skills and a solid understanding of systems and networks. Success in this position demands attention to detail, effective multitasking, and strong prioritisation abilities.

Key Responsibilities:

  • Act as the first point of contact for user support requests.
  • Log, triage, and resolve basic technical issues.
  • Escalate complex problems to senior engineers with clear documentation of steps taken.
  • Monitor ticket queues and alerts, raising items as needed.
  • Track progress on ticket resolution, SLA adherence, and system performance metrics.
  • Implement best practices in ticket management.

A bit about you:

  • 2-3 years' experience in an IT helpdesk, service desk, or IT support role.
  • Experience in a customer facing role, providing high quality outputs.
  • Excellent written and verbal communication, customer service mindset, and eagerness to learn.
  • Proficient in Microsoft 365, Windows desktop support and common endpoint troubleshooting.
  • Skilled in device provisioning, password resets, or access issues in Microsoft 365 or Intune
  • Strong time management skills, with the ability to handle competing priorities and escalate when necessary.

Requirements:

  • Applicants are required to be Australian citizens.
  • Eligible to obtain Baseline security clearance

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. 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.

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