Senior Service Centre Client Specialist

2 weeks ago

Sydney, New South Wales, Australia Singtel Group Full time

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* We will only be considering Australian Citizens and Permanent Residents for this role*


It starts with YES

We are seeking a Senior Service Centre Client Specialist who will be the escalation point for the EB Service Centre across all Incident, Requests & Change Requests. They will not only resolve escalations from the EB Service Centre, but they will also be customer facing and expected to be the technical point of contact for all complex Incidents and projects within the Enterprise space. This includes being the initial SME for new technologies and processes that impact the team, and then responsible for the pursuing training delivery and documentation for the rest of the Service Centre team

This centre operates 24x7, 365 days a year , with customer demand driving the rostering requirements. You will work on a rotating roster, provided at least four weeks in advance, with the opportunity to earn an additional salary for overnight and weekend shifts. Occasional overtime may also be available. You will be required to work 5 days a week on-site at our Optus Campus -Macquarie Park


Your day in the life at Optus

  • Action any Incident/Request escalations from the Service Centre team or management
  • Take ownership of all new business processes and deliver training and documentation to the team
  • Take part in initial training for new Optus technologies or services and deliver training and documentation for rest of the team
  • Report on reoccurring incidents and provide RCA/remediation (Problem Management)
  • Take lead from a Service Centre perspective on any major incidents or outages across Optus that impact Enterprise customers.
  • Report on ticket management and drive the team for updates/resolutions


Your skills to pay the bills

  • Validated work experience in a Help Desk / Service Desk environment
  • Demonstrated analytical skills and the ability to understand technical concepts
  • Understanding of ICT, Mobile, Voice, Data and other technologies
  • Proven experience in commercial ITSM tools such as Service Now etc
  • Strong proficiency in troubleshooting and resolving hardware, software, and network issues


Perks we love at Optus

  • Inclusive paid parental leave, up to 16 weeks for the primary care giver
  • Competitive leave including 2 additional 'Connected Leave' days
  • All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
  • Own your own growth by accessing an extensive online and facilitator led learning catalogue.
  • Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
  • Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
  • Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon
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