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Service Desk Support Specialist

2 months ago

Melbourne, Victoria, Australia Nexon Asia Pacific Full time
{"title": "Service Desk Engineer", "description": "About the Role

We are seeking a skilled Service Desk Engineer to provide exceptional technical assistance to our diverse client portfolio. As the first point of contact, you will be responsible for answering queries on basic technical issues and offering advice to resolve them.

Key responsibilities include:

  • Serving as the primary point of contact for customers seeking assistance over the phone or email
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Walking the customer through the problem-solving process
  • Directing unresolved issues to the next level of support personnel
  • Providing accurate information on products or services
  • Recording events and problems and their resolution in logs
  • Following up and updating customer status and information
  • Passing on any feedback or suggestions from customers to the appropriate internal team
  • Identifying and suggesting possible improvements on procedures

Requirements:

  • 1+ years experience as a help desk technician
  • 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 Nexon

Nexon Asia Pacific is a leading provider of digital solutions and customer care services. We are committed to delivering exceptional customer experiences and fostering a culture of innovation, growth, and excellence.

As a Service Desk Engineer at Nexon, you will be part of a dynamic team that values diversity, equity, and inclusion. We offer a supportive work environment, opportunities for professional growth, and a range of benefits that promote wellbeing and belonging.

Join us and be part of a journey that celebrates success, growth, and prosperity.

", "lang_code": "en"}