Service Management Officer

3 days ago

Canberra, Australia Optus Full time

**Location**:, ACT
**Company**: Optus
**Type**: Full Time
**Job ID**: 158660
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.

The role of the Service Management Officer (SMO) is to be responsible for providing enhanced and dedicated customer service and support to customers led within the Customer Delivery portfolio.

As an SMO you will have a sound understanding of the roles and responsibilities of all internal workgroups that contribute to customer satisfaction in order to effectively and efficiently resolve customer incidents, problems or queries. This role also requires a pro-active approach to customer management to ensure identification of issues and provision of solutions prior to customer enquiries.

The day to day

Manage low level incidents and service requests.
Facilitate moves, additions, and changes within the Optus Business data, mobile, voice product suites and active directory product as required by the client.
Management and consistency to product and service-related Service Level Agreements.
Service Request fulfilment management managing the queue for service request tickets, prioritising work order.
Liaise with third parties to coordinate timely provision of service.
Compliance to processes, data quality, asset management and tracking.
Ensuring that Knowledge articles contain up to date information/instruction for Service Requests.
Ensure incident resolution through customer and/or third party liaison.
Reporting on metrics on a monthly, weekly and daily basis.

Why you are our next Service Management Officer

Proven ability to be able to fulfil customer needs and deliver real business value to corporate customers.
Current Baseline (or above) Federal Government clearance.
Previous working in an ICT outsourcing environment with a Federal Government client.
Service Management tool experience.
Microsoft Excel & Word skills.

What’s in it for you?

Competitive salary and performance incentives
Discounts to Optus products and services, and to over 400 retailers Australia-wide
Training, mentoring and development opportunities (ask us about OptusU)
Up to five days of Volunteer Leave per year
A “connected” day for you to use to connect to something you are passionate about
Hybrid ways of working
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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