Senior Service Desk Analyst

Overview

Select how often (in days) to receive an alert. This role can be based in either our Sydney or Melbourne offices. Please note: we will only be accepting applications from Australian Citizens due to the requirements of the role.

At Optus, we’re building the next generation of customer service excellence, and we’re looking for someone who can deliver premium support, drive proactive solutions, and act as a trusted partner for our dedicated customers. Joining as a Senior Service Desk Analyst, you’ll provide superior customer service and first-level escalation, ensuring issues are resolved quickly and effectively while contributing to customer loyalty and satisfaction.

Responsibilities

- Communicate clearly and effectively with both technical and non-technical stakeholders, ensuring updates and recommendations are easy to understand and free of jargon.
- Maintain thorough documentation of system configurations, operational processes, and troubleshooting procedures to support consistency and knowledge sharing.
- Serve as a trusted technical advisor, consistently aligning solutions and guidance with the client’s objectives and overall experience.
- Provide superior dedicated customer service and proactive support to a premium managed customer.
- Act as the first level escalation point for customer issues, driving resolution via internal teams and defined escalation paths.
- Manage customer requests and incidents within agreed SLAs, liaising and escalating with internal teams, third-party vendors, and partners where required.
- Ensure all customer information is accurate, up to date, and managed to the highest standards.
- Manage all customer email enquiries and MAC (Moves, Adds, Changes) requests within SLAs.
- Troubleshoot issues, directing enquiries to the appropriate teams where required.
- Support the management of customer mobile devices and hardware (including ordering and follow-up as required).
- Blend hybrid work conditions with weekly attendance to customer sites across Sydney (including Optus Head Office) and work from home flexibility.
- Champion customer focus by managing expectations in line with SLAs and project milestones.

Why you are our next Senior Service Desk Analyst

- Strong understanding of cellular technologies, including LTE, 5G NR, RAN, EPC/5GC, and VoLTE.
- Hands-on expertise with cellular network hardware, SIM provisioning, and radio frequency (RF) fundamentals.
- Demonstrated ability to troubleshoot complex network issues, providing end-to-end resolution across systems.
- Capable of working independently and collaboratively, bridging technical and business teams to drive effective outcomes.
- Minimum 3 years’ experience in a Service Desk Analyst role, with strong customer service excellence.
- Prior experience in service request and incident management, ideally with ServiceNow.
- Solid background in telecommunications/IT industry, with excellent knowledge of Fixed Voice & Data Products and Mobile Products.
- Strong technical and troubleshooting skills, with experience across mobile device management (MobileIron, iOS, Android, MDM) and related technologies.
- Experience working with platforms and tools such as MS Teams, Cisco Contact Centre solutions, and smartphone technologies.
- Strong reporting background and ability to manage SLA-driven performance.
- Excellent communication and interpersonal skills, with proven history of conflict resolution and stakeholder management.
- Strong organisational, time management, and problem-solving skills in a dynamic, fast-paced environment.
- ITIL knowledge/certification is desirable, as is experience in change and problem management.

What’s in it for you?

- 3 days in the office, 2 days remote – with flexible hours to suit
- Inclusive carer neutral paid Parental Leave of up to 16 weeks
- Competitive leave including 2 '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
- Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

Equal Employment Opportunity

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.

If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We’re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

#J-18808-Ljbffr