Service Desk Operator

7 days ago

Homebush, New South Wales, Australia BAI Communications Full time $80,000 - $120,000 per year

ABOUT US

At BAI Communications, we keep Australians, from the cities to the outback, connected, and the significance of what we do is felt by everyone.

Our critical communications team actively protect our sites and keep services on air. We work alongside authorities, to operate the NSW Government Radio Network and provide life-line communications to NSW Telco Authority emergency service providers who manage public safety.

We are incredibly proud by the commitment, hard work and leadership our people show every day. Our trusted Field Service teams ensure continuity of our network. Our highly skilled Operators keep the public informed during times of crisis and react quickly to changing operational requirements of a demanding complex network. Our deep engineering, delivery and operational capability make us the partner of choice for the government and industry stakeholders alike.

During times of crisis, such as bushfire or cyclone season, our people travel from around the country to support this critical work. We care for our People. We continue to develop world-class solutions for new and emerging technologies. This includes planning for future network improvements which allow our customers to take advantage of technology innovation.

ABOUT THE ROLE

We have an exciting opportunity for an experienced professional to join the Critical Communications team for BAI Communications. The Service Desk Operator is the primary point of contact for customers of the Public Safety Network (PSN) when there is a service disruption, for all service requests and requests for change. The Service Desk provides a point of communication to the End-Users and Customers as well as a point of coordination for the Network Operations Control Centre (NOCC).

Key responsibilities will include:

  • Act as the primary contact for service-related queries on the NSW PSN.
  • Support the Senior Service Desk Operator in monitoring the team dashboard and assisting with work allocation and prioritisation to ensure balanced workloads and effective task distribution, including effective handover and support outside rostered hours.
  • Work flexibly within rostered hours in 8-hour shifts Monday to Friday, 7:00am to 7:00pm.
  • Action service requests for Radio, password/account resets, reporting, site access, key requests, change conflict management, parking, service issues, and notification subscriptions.
  • Record and escalate customer complaints and compliments to the Senior Service Desk Operator or Customer Service Manager, contributing to service quality and customer satisfaction improvements.
  • Support effective internal communication to ensure alignment across BAI systems and teams and relay relevant customer feedback and service observations to senior team members.
  • Maintain relationships with the NSW PSN user base, comprising approximately 70 agencies, and collaborate closely with the NSWTA Customer Partnerships team.
  • Provide input into operational reviews and service improvement discussions based on frontline experience and participate in team meetings and knowledge-sharing activities.
  • Support cross-training initiatives between Network Operations Control Centre (NOCC) and Help Desk (HD) members.
  • May backfill for the Senior Service Desk Operator or Critical Communications Coordinator during periods of absence or high demand, supporting continuity of service and front-of-house functions related to SOP, facilities management, and general administration.

ABOUT YOU

  • You will have demonstrable experience in a customer service focused environment
  • Intermediate knowledge of ITIL principles and industry standards
  • Experience in an operational or technical environment with experience in IT and Telecommunications Network Management
  • You will be confident in raising clear and concise records within the Service Management Tool
  • ITIL Foundation V4 certificate (minimum).
  • Tertiary qualification in relevant technical or service delivery studies and/or equivalent industry experience.
  • At least 12 months experience as a Service Desk Operator.
  • Experience working with SLAs and KPIs.
  • Flexible availability for varied shift patterns, including weekends, training, and relief shifts.
  • Ability to work between the hours of 7:00 am and 7:00 pm as rostered, Monday to Friday
  • You will be required to work from the office 5 days a week as this position requires privileged access to essential systems
  • Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment

BENEFITS & CULTURE
At BAI, we embrace difference, and we welcome applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability and members of the LGBTQIA+ community.

We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI.

Some of the reasons you should consider working with us include:

  • Our people and a genuine sense of inclusion and belonging with a dedicated Diversity, Equity and Inclusion strategy, Champion Network, membership with the Diversity Council of Australia and access to resources and events.
  • A Gender Pay Gap of 3.7% (median total remuneration)
  • A focus on personal and professional development with an established performance framework and access to LinkedIn Learning.
  • Access to flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave and charity and volunteer leave.
  • A wellbeing agenda that includes access to health insurance, life, TPD and salary continuance insurances as well as an Employee Assistance Program and regular health care checks
  • Rewarding high performance through a Performance Recognition Scheme and peer recognition program
  • Access to a number of corporate rates and discounts and Novated Car Leases through SG Fleet
  • We love that many of our new hires find their way to us via our Referral Program. This speaks volumes about our culture; and the employee compensation is just a great by-product

BAI Communications is a workplace where everyone can feel a sense of inclusion and belonging. If we can better support you to overcome any barriers during the selection process, including adjustments to the recruitment process or an alternative application pathway please contact recruitment

Want to learn more? Hit apply now
Agencies, please note: All BAI vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will contact our preferred agency partners, Thank you.

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