Service Desk Engineer - Newcastle

Nexon Asia Pacific; Newcastle City Council; On-site; AUD 60,000 - 75,000; Full time

Job summary

A technology services provider in Newcastle is seeking a skilled help desk technician to assist a diverse range of clients. In this role, you will be the initial contact for technical inquiries, performing troubleshooting remotely and guiding customers through issues. Ideal candidates must show strong technical knowledge, especially with Active Directory, ServiceNow, and Citrix, along with excellent customer service skills. The position offers an opportunity to work in a dynamic environment where your contributions directly impact client satisfaction.

Qualifications

• Proven experience as a help desk technician or in a similar role.
• Tech savvy with knowledge of multiple systems across Network and Cloud.
• Proficiency in English with excellent communication skills.

Responsibilities

• Serve as the first point of contact for customers via phone or email.
• Perform remote troubleshooting through diagnostic techniques.
• Determine the best solution based on the issue and customer details.

Skills

Customer-oriented

Excellent communication skills

Ability to diagnose basic technical issues

Tech savvy

Tools

Active Directory

ServiceNow

Citrix

Job description

Overview

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.

Responsibilities

• 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
• Experience with Active Directory, ServiceNow and Citrix
• 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