IT Help Desk Specialist — Unified Communications

Nexon Asia Pacific; Sydney; On-site; AUD 50,000 - 70,000; Full time

Job summary

Nexon Asia Pacific is seeking a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio. You will answer queries on basic issues and guide users through resolution.

The role requires strong communication, autonomy, and a customer-focused approach. You will troubleshoot remotely and escalate complex problems while documenting steps and outcomes for ongoing support. All candidates must have full work rights to work in Australia.

Qualifications

• Proven experience as a help desk technician or in another equivalent customer support role.
• Experience with Active Directory, ServiceNow and Citrix.
• Tech savvy with working knowledge 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.

Responsibilities

• Serve as the first point of contact for customers by phone or email.
• Perform remote troubleshooting through diagnostic questions.
• Determine the best solution based on the issue and customer details.
• Walk the customer through the problem-solving process.
• Escalate unresolved issues to the next level of support.
• Provide accurate information on products or services.
• Record events and resolutions in logs.
• Follow-up and update customer status and information.
• Relay feedback or suggestions to the appropriate internal team.
• Identify and suggest improvements to procedures.

Skills

Active Directory

ServiceNow

Citrix

Networking basics

Telephony

Unified Communications

Cloud

English proficiency

Tools

Active Directory

ServiceNow

Citrix

Job description

Nexon Asia Pacific is seeking a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio. You will answer queries on basic issues and guide users through resolution.

The role requires strong communication, autonomy, and a customer-focused approach. You will troubleshoot remotely and escalate complex problems while documenting steps and outcomes for ongoing support. All candidates must have full work rights to work in Australia.