Service Desk Operator

5 days ago

Sydney, New South Wales, Australia Bai Communications Full time

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
- To obtain a full job description, please contact Desiree Furber, Talent Acquisition Manager or have a conversation with David Sun._

OneBAIteam #CustomerFirst #DriveGrowth #Adapt&Learn #Hiring #baipeople

Job details
- Pay type
- **Hourly

  • Service Desk Operations Lead

    6 days ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $120,000 - $180,000

    Job Title:IT Service Delivery ManagerJob Overview:This is a fantastic opportunity for an experienced IT professional to take the lead in our Regional Service Desk team.You will provide strategic guidance and technical expertise across the day-to-day operations of the Service Desk Team, ensuring exceptional service delivery is achieved across the...

  • Cio Service Desk

    6 days ago

    Sydney, New South Wales, Australia Nsw Government -Department Of Customer Service Full time

    **CIO Service Desk - Customer Support Officer, Ongoing / Temporary - Full Time / Part Time****DCS is a great place to work, and it's not just us saying that**Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major...

  • Service Desk Manager

    6 days ago

    Sydney, New South Wales, Australia Hamilton Barnes Associates Full time

    $130,000 + BenefitsSydney, New South WalesPermanentEnterpriseEnterprise NetworkingWe're seeking an organized and proactive individual to take on the role of Service Desk Manager, overseeing the establishment and ongoing management of our MSP client's service desk functionAs a Service Desk Manager you'll play a pivotal role in ensuring the creation & ongoing...

  • It Service Desk Manager

    6 days ago

    Sydney, New South Wales, Australia Container Exchange Services Full time

    **Introduction**:You will lead the Service Desk team and processes to drive high quality service, including incident, service request and problem management, service desk SLAs across all teams, communicating & leading major incident response and RCA's, reviewing & improving the service desk processes and tooling, analysing ticket trends to eliminate or shift...

  • Service Desk Analyst

    6 days ago

    Sydney, New South Wales, Australia Fujitsu Full time

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

  • Service Desk Analyst

    4 days ago

    Sydney, New South Wales, Australia Fujitsu Full time

    **Service Desk Analyst****North Sydney location****We Are Fujitsu**We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations 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...

  • IT Service Desk Leader

    6 days ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $98,765 - $123,456

    We are seeking an experienced IT Service Desk Manager to lead our Regional Service Desk team into the future growth phase of our business.The successful candidate will provide leadership and technical advice across the day-to-day operations of the Service desk Team, ensuring high service delivery is achieved across the business.Key responsibilities include:-...

  • It Service Desk Manager

    6 days ago

    Sydney, New South Wales, Australia Peoplescout Careers Full time

    We are currently seeking an exceptional Service Desk Manager with at least 2 years' experience in leading a Service Desk team. You will join a Sydney based team who are responsible for providing level 1 and level 2 IT support to multiple locations Australia wide.Leveraging your experience in a similar role, you will be responsible for ensuring the smooth...

  • Service Desk Operations Specialist

    6 days ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $60,000 - $80,000

    Job Title: Service Desk Operations SpecialistThe role of the Service Desk Operations Specialist is to deliver high-quality service and support to customers, ensuring their IT needs are met in a timely and professional manner. This involves receiving, investigating, and resolving incidents and requests from staff and third parties.This includes logging,...

  • It Service Desk Manager

    6 days ago

    Sydney, New South Wales, Australia Colliers International Full time

    Company DescriptionAt Colliers, we are enterprising. What sets us apart is not what we do, but how we do it. Our people are passionate, take personal responsibility and always do what's right for our clients, people and communities. We accelerate their success by empowering them to think and act differently to drive exceptional results.With circa 9,000...