Why This Job is Featured on The SaaS Jobs
This Service Desk Administrator role sits at the operational core of a SaaS company supporting a distributed workforce across APAC, with reporting lines into Singapore and a hybrid setup in Sydney. In SaaS environments where product delivery and customer commitments depend on reliable internal systems, service desk work becomes a leverage point for uptime, security hygiene, and employee productivity, not just ticket resolution.
For SaaS career-building, the role offers a practical view of how modern cloud-first organisations run day to day, from SLA-driven support and structured triage to knowledge base maintenance and inventory control. Experience with common ITSM tools and remote support workflows translates well across SaaS companies, particularly as teams scale globally and standardise processes across regions and time zones.
This position is best suited to someone who enjoys methodical problem solving, clear communication, and balancing autonomy with escalation discipline. It also fits early-career candidates who want broad exposure to endpoints, access management, and troubleshooting patterns, as well as more experienced administrators who prefer owning the fundamentals and improving repeatable support processes in a growing SaaS operation.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
We are seeking a Service Desk Administrator to join our rapidly scaling APAC operations. Reporting into Singapore, you'll have the autonomy to work independently while managing your workload effectively.
You'll provide responsive IT support to our growing employee base, leveraging your knowledge of hardware, software, and network troubleshooting to resolve day-to-day concerns. You'll triage incoming requests, deliver excellent end-user service, and escalate complex issues to our specialist team when needed.
We welcome candidates at all experience levels! Fresh graduates with a strong willingness to learn are encouraged to apply. What matters most is your enthusiasm for technology, problem-solving ability, and organisational skills. As part of our rapidly growing APAC team, you'll have significant opportunities for career development and advancement.
Location - Hybrid remote in Sydney, Australia
What You’ll be Doing
- Managing Tier 1 service desk ticket queues including:
- Ticket triaging; including implementing the ‘follow the sun’ method to resolve global issues for internal stakeholders.
- Ensuring tickets are properly diagnosed and resolved within our SLA.
- Prioritising tickets based on core concepts: such as number of users affected and business impact
- Contributing to updating internal knowledge base articles
- Ensuring processes and procedures are always followed to maintain policy compliance
- Collaborating with other Service Desk team members to continuously improve processes and procedure by providing feedback to Service Desk team leads.
- Maintaining our hardware and software inventory and placing procurement requests when inventory is low.
- Ensuring access requests have proper approval prior to granting permissions.
- Supporting escalation team with tasks linked to projects/KTLO service desk.
- Other duties as needed.
About You
- Familiarity with ticketing systems such as, but not limited to: Fresh Service, Jira Service Desk, or Service Now.
- Experience supporting remote workforce and remote troubleshooting using RMM or other tools, International remote support is a plus
- Excellent time management/organizational skills are a must
- Polished verbal and written communication skills
- Familiarity with major operating systems such as Windows, Mac, Linux (emphasis on Windows and Mac)
- Working knowledge of Microsoft Office 365 suite
- Experience working with Active Directory is a plus
- Experience with CMD/PowerShell commands and/or basic knowledge of other scripting languages
- Basic hardware troubleshooting/repair; ability to disassemble/reassemble desktop/laptops
- Basic knowledge of device/software security best practices
NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
- We are a collaborative, kind, and curious community
- We prioritise your work/life balance offering a hybrid work environment and free in-office lunches throughout the week
- We reward your work with opportunity for growth and advancement
- Grow personally and together with one of the fastest growing companies globally
- Develop your skills through our renowned training platform
- Receive competitive compensation
- Collaborate with an amazing international workforce
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
