Service Desk Engineer - Melbourne

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Service Desk Engineer - Melbourne

role at

Nexon Asia Pacific

Join to apply for the

Service Desk Engineer - Melbourne

role at

Nexon Asia Pacific

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We are looking for a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio, answering queries on basic technical issues and offer advice to solve them.

You must have an excellent technical knowledge preferably with a basic understanding of multiple solutions such as Unified Communications, Network, Telephony and Cloud with the ability to communicate effectively to understand the problem, troubleshoot and articulate updates clearly to the business and the client through to resolution. You must be highly customer-oriented.

We sincerely believe that people are our best asset and to fulfill our vision, we need our team to operate with passion, recognising the reality while also striving to be the change we want to see.

Your Responsibilities Will Include

Serve as the first point of contact for customers seeking assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on products or services

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions from customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Key requirements :

Proven experience as a help desk technician or in another equivalent customer support role

Tech savvy with working knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud

Ability to diagnose and resolve basic technical issues

Proficiency in English

Excellent communication skills, written and verbal

Customer-oriented, able to work autonomously and under pressure

About You

Client-focused with a commitment to excellent customer service

Ability to work autonomously and as part of a team environment with strong communication and collaboration skills

A strong sense of ownership, the ability to communicate effectively with clients and internal staff across all aspects of the business

Excellent time management skills, attention to detail and process oriented

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

IT Services and IT Consulting

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