Service Desk Analyst

10 hours ago

Macquarie Park, Australia Optus Full time

**Service Desk Analyst**:
**Date**:15 Jan 2025

**Location**: Macquarie Park, Australia

**Company**:Singtel Group

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

This role will support the delivery of the largest Federal Government Contact Centre.

**The day to day**
- Provide dedicated frontline, round-the-clock support for Optus Enterprise customers, primarily by telephone and through digital channels (potential on-call duties after hours).
- Manage customer incidents and service requests, ensuring prompt and appropriate resolution.
- Triage and resolve tickets on first touch where possible, escalating to internal TAC teams when needed.
- Adhere to established ticket SLA’s (Call response, ticket response, and resolution).
- Monitor and work from internal call and ServiceNow ticketing queues.
- Liaise and work with internal TAC and Client Delivery teams.
- Manage customer expectations and communication for all tickets.
- Ensure all internal process and technical documentation is kept up to date and accurate.

**Why you are our next Service Desk Analyst**
- Experience in an outsourced Help / Service Desk environment delivering exceptional customer service.
- Demonstrated analytical skills and the ability to understand technical concepts.
- Practical experience in managing and delivering to Service Management disciplines.
- Understanding of Contact Centre, ICT, Mobile, and Voice Technologies.
- Proven experience in commercial ITSM tools such as ServiceNow or Service Manager.
- Strong proficiency in troubleshooting and resolving hardware, software, and network issues.
- You must be an Australian citizen and be eligible for Federal Government security clearance
- You must have the ability to work on a Monday to Friday 7 -7 roster.

**What’s in it for you?**
- 3 days in the office, 2 days remote - with flexible hours to suit
- Inclusive paid parental leave, up to 14 weeks for the primary care giver
- 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 - even earn a MBA micro-credential via OptusU (University)
- Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
- 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

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