Service Desk Analyst

2 weeks ago

Canberra, Australia Telstra Full time

**Employment Type **:Permanent

**Closing Date **:5 Nov 2024 11:59pm

**Job Title **:Service Desk Analyst

**Job Summary**

As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers.
**Job Description**:
An excellent opportunity has become available for a highly motivated and passionate Service Desk Analyst to join the Service Assurance Operations Team at Telstra.

**The opportunity**

This is a permanent full-time position, based in Canberra / Paddington (Sydney).

As a Customer Service Specialist, you will play a crucial role in fulfilling and resolving requests raised by Defence customers. Your primary responsibilities include answering inbound calls, managing incidents, and coordinating end-to-end needs within Telstra to ensure customer satisfaction and compliance with contracted Service Levels. You will be a key contributor to achieving excellent outcomes for the Department of Defence, with a strong focus on customer service.

**Key Responsibilities**
- Respond promptly, courteously, and efficiently to customer phone inquiries.
- Identify and resolve first-level issues using standard work instructions; escalate complex issues to appropriate resolver groups.
- Coordinate with other Telstra work areas and third-party suppliers to meet customer requirements effectively.
- Maintain records for devices and SIM service numbers within the asset management system (TAMIT).
- Provide clear, concise, and accurate advice to customers both orally and in writing.
- Ensure compliance with Service Level Agreements and Telstra’s Purpose and Values.
- Handle all logistics work and manage the issuance and secure disposal of devices.
- Collaborate effectively with internal and external colleagues, fostering professional working relationships.
- Adhere to Health, Safety, and Environment (HSE) standards and demonstrate a commitment to safe and responsible behaviour.

**Key Skills**
- Adapt quickly to new processes and procedures, demonstrating initiative and tolerance for uncertainty.
- Exceed customer expectations by understanding their needs and taking accountability for resolving service issues.
- Complete tasks on time and to the expected standard, aligning with enterprise values and standards.
- Identify, diagnose, and resolve product and service issues using systematic approaches and focused experimentation.
- Analyze problems from various perspectives and develop effective solutions.
- Commit to health, safety, and environmental responsibilities, minimizing risks wherever possible.
- Be proficient in Microsoft Office, ITIL, and Client Relationship Management tools, with knowledge of DSMS, TAMIT, MICA, and other Telstra systems.

**Qualifications/Experience**:

- Experience in a Customer Service or Service Desk role.
- Relevant ICT qualification or certification.
- ITIL certification or basic understanding of ITIL.
- Negative Vetting Level 1 Security Clearance (highly desirable).

**Key Relationships**:

- **Internal**:Work closely with Telstra Customer Service Delivery teams, Network Operations Level 2 and 3 teams, M&C Level 2 and 3 teams, Data Centre team, Work take-on team, Telstra Billing Team, and COE.
- **External**:Engage with Defence Level 1 and Exec Service Desks, Contracted Field Workforce, Defence Desktop Support, Leidos, Service Point, Defence ICT Operations, Defence DCare, BrightStar, Toll, and StarTrack.

**Our perks & benefits**
- Work-life integration - we understand life happens when you're busy making other plans, so we offer flexibility around where, and when you work.
- 16 weeks paid parental leave for primary and secondary carers.
- Professional development program.
- An epic (free) Telstra mobile phone plan.
- Laptop/Device allowance renewed every 2 years.
- Purchased Annual Leave scheme.
- Discounted Telstra products and services.
- Continuous Service Recognition for those who are coming across from a Federal Government agency to Telstra.
- We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you _

On the cusp of the next technological transformation in the digital world, Telstra has and continues to be at the forefront of local and global innovation. Come disrupt and lead the industry as we build the networks for the future and push the boundaries of what’s possible with technology.

We're after the right blend of experience and enthusiasm and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business and push for diversity

  • Service Desk Analyst

    1 week ago

    Canberra, ACT, Australia Green Light Full time

    Job Title: Service Desk AnalystGreen Light Australia is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing direct IT support to end-users remotely and over the phone.About the Role:Provide high-level customer service to end-users through all communications.detect and record...

  • Service Desk Analyst

    2 months ago

    Canberra, Australia Fujitsu Full time

    About the job Service Desk Analyst **We are Fujitsu** We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers. **About...

  • Aps4 Service Desk Analysts

    4 weeks ago

    Canberra, Australia Comcare Full time

    2x Ongoing vacancies in Canberra. A merit pool will be created and may be used to fill similar ongoing or non-ongoing positions in Canberra and Melboune **Overview of the Team** The Technology and Information Management (TAIM) Unit maintains Comcare’s Information, Communication and Technology (ICT) infrastructure and provides strategic leadership,...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia Gateway Synergy Recruitment Full time

    Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix - 6 months initial contract with 1x6 months extension. Canberra location. - Experienced Service Desk Analyst with experience in delivering digital products **Gateway Synergy is looking for highly experienced Service Desk Analyst contractor for a government department.** **The...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia HAYS Full time

    Seeking a motivated Service Desk Analyst to provide support to a geographically dispersed network. **Your new company** **Your new role** As the Service Desk Analyst your day-to-day role will be supporting the Service Desk Manager in the administration of matters relating to provision of planning and delivery support activities, this includes...

  • Service Desk Analyst

    3 weeks ago

    Canberra, ACT, Australia Green Light Full time

    About the RoleWe are seeking a highly skilled Service Desk Analyst to join our team at Green Light. As a key member of our IT support team, you will be responsible for providing exceptional customer service and technical support to our end-users.Key ResponsibilitiesProvide timely and effective technical support to end-users via phone, email, and...

  • APS4 Service Desk Analysts

    4 weeks ago

    Canberra, Australia Comcare Full time

    *2x Ongoing vacancies in Canberra. A merit pool will be created and may be used to fill similar ongoing or non-ongoing positions in Canberra and Melboune Overview of the Team The Technology and Information Management (TAIM) Unit maintains Comcare’s Information, Communication and Technology (ICT) infrastructure and provides strategic leadership, governance,...

  • Service Desk Analyst

    2 months ago

    Canberra, ACT, Australia KBR Full time

    About the RoleWe are seeking a highly skilled Service Desk Analyst to join our team at KBR. As a Service Desk Analyst, you will be responsible for providing high-quality support to our clients and their customers through responding to telephone calls, emails, and alert monitoring platforms.Key ResponsibilitiesDiagnose and resolve printer hardware, software,...

  • Senior Service Desk Analyst

    3 weeks ago

    Canberra, ACT, Australia Chandler Macleod Full time

    About the RoleWe are seeking a highly skilled Senior Service Desk Analyst to provide exceptional support to our Federal Government customer. As a key member of our team, you will be responsible for delivering efficient and effective ICT Service Desk, Management, and Support services.Key Responsibilities:Provide prompt and effective resolution of Incidents...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia HiTech Personnel Full time

    **Reference #**: - JF/NL0804**Title**: - Service Desk Analyst - ITIL - Active Directory, Microsoft - FED GOVT**Category**: - ICT**Location**: - ACT**Work Type**: - Contract**Remuneration**: - $Neg**Term**: - 6 month + EXT**Description**: - **ASAP Start with a leading Federal Government Department!**: - **Lucrative hourly rates on offer $$**: -...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia Minutes To Seconds Full time

    Minutes to Seconds is #HIRING for Service Desk Analysts, ideally based in #ACT #Canberra. **Requirements**: - MUST HAVE requirements: - currently based in Australia - preferably with Australian Citizenship and at least a Baseline Clearance - Relevant experience of at least 5 years for each role Please note that the role is on a CONTRACT work basis and...

  • Service Desk Analyst

    7 months ago

    Canberra, Australia IT Alliance Australia Full time

    Canberra **Australian Electoral Commission** One of our **Federal Government** clients is looking for **Service Desk Analyst **in **Canberra**.** **We are looking for the following Skills/Experience**: - Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network. -...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia KBR Full time

    Title: Service Desk Analyst Your KBR future – delivering solutions and changing the world About KBR: We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world. KBR delivers science, technology and engineering solutions to governments and companies around the world. KBR...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia Canberra Consulting Full time

    Attractive hourly rates $$$ - 6 + 6 Months Federal Government Contract - Negative Vetting 1 Security Clearance Required **About us** Canberra Consulting focuses on delivering highly skilled and qualified professionals to our clients. Canberra Consulting has the experience and the capability to understand your specific requirements and match them to the...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia MinterEllison Full time

    **Location**: Canberra, Sydney **Contract Type**: Permanent MinterEllison is one of Australia’s largest law firms, with nearly 200 years of business history. We're known for our legal and consulting expertise - and for our inclusive and authentic character. Our purpose is to create sustainable value with our clients, people and communities. That means...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia KBR Full time

    **Title**: Service Desk Analyst **Your KBR future - delivering solutions and changing the world** **About KBR**: **We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world.** KBR delivers science, technology and engineering solutions to governments and companies around the...

  • IT Service Desk Analyst

    5 months ago

    Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provide support, respond and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact support. - Strive for a...

  • IT Service Desk Analyst

    5 months ago

    Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provides support, responds and resolves customer requests, in relation to software, hardware and network operations difficulties of our customer by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact...

  • Senior Service Desk Analyst

    4 weeks ago

    Canberra, ACT, Australia Chandler Macleod Full time

    About the RoleWe are seeking a highly skilled Senior Service Desk Analyst to join our team. As a key member of our service desk, you will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide prompt and effective resolution of incidents and service requestsManage calls from initiation to...

  • IT Service Desk Analyst

    5 months ago

    Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provides support, responds and resolves customer requests, in relation to software, hardware and network operations difficulties of our customer by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact...