Service Desk Analyst

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

The Service Desk Analyst is responsible for delivering exceptional customer service and technical support to a Premium Managed customer. This role requires a proactive approach to identifying and resolving issues before they impact the customer experience. The ideal candidate should have a solid understanding of both customer responsibilities and internal Optus workgroups to ensure effective query resolution, retention, and satisfaction. Working with a high level of autonomy, the position involves building independent relationships with key service support team members, both remotely and onsite.

 **Due to the nature of this role, applicants must be Australian citizens OR permanent residents.

What you’ll be doing

• Deliver high-quality customer service and Level 1 technical support for technical, billing issues, and service requests via phone and email.
• Accurately log, diagnose, and update records in the Enterprise Toolset; monitor queues and ensure compliance with Incident Management and Request Fulfilment processes.
• Investigate and resolve issues promptly or raise to appropriate resolver groups and vendors using defined escalation paths.
• Liaise with internal and external teams to satisfy customer queries, handle email enquiries, and ensure SLA compliance for requests, incidents, and MAC (Moves, Adds, Changes).
• Contribute to the Knowledge Base and actively pursue initiatives to improve service desk performance and customer experience.
• Maintain understanding of mobile and fixed technologies (e.g., MobileIron, iOS, Android, SIP, MS Teams) and handle related hardware and troubleshooting requirements.

 What makes you perfect for the role?

• Minimum 3 years in a Service Desk Analyst role, with relevant ICT qualifications and ITIL certification.
• Solid background in Telecommunications and IT, including service request, incident, change, and problem management.
• Proficient in Fixed Voice & Data products, Mobile technologies (iOS, Android, EMM/MDM), and tools like ServiceNow and Marval; high digital literacy in MS Office/M365 Suite.
• Demonstrated excellence in customer service, conflict resolution, negotiation, and business writing, good interpersonal and presentation skills.
• Skilled in troubleshooting, report writing, process improvement, and project management; excellent time management and goal-setting abilities.
• Strong customer focus, understanding of loyalty psychology, and demonstrable ability to handle escalations and drive continuous improvement.

Optus is a place where we let you do you. We offer a range of benefits including:

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

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. We also want to do our best to make our recruitment process inclusive.

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.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.