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VC Concierge

Date: 14-Sep-2022

Location: Canberra, Australia

Company: Singtel Group


So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.

We've put a lot of investment be/hind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.


About the role:

We are looking for an enthusiastic individual to join our onsite Support Team in providing first and interim level contact and technical problem resolution for end users of video conferencing equipment. Reporting to the Senior Collaboration Specialist, the Collaboration Specialist will use available tools and follow company policy and procedure, to deliver and maintain a high level of customer service and customer satisfaction. We are looking for someone wishing to work in a professional and multi-skilled, dynamic team environment who can work both autonomously, under pressure and can deal confidently with all levels of management.



  • You will be responsible for event management, the initial triage and troubleshooting of incidents as well as the implementation of service requests and approved changes.
  • Communicating with customers to resolve queries and/or escalate to appropriate teams for resolution.
  • Liaising with the Sydney based MCS team and actioning requests for a variety of end user issues.
  • Actioning requests directly from key customer stakeholders.
  • Demonstrate strong customer relationships by showing a sense of urgency, ownership and accountability.
  • Ensuring customers are kept up to date with the progress of open requests.
  • Recording and providing clear documentation to improve first call resolutions.
  • Work closely with your team by sharing knowledge and insights to provide high level of customer service.



Skill required

  • A minimum of 3 years’ experience in a Service Desk environment or similar role.
  • Able to demonstrate exposure to an ITIL environment (ITIL certifications desirable).
  • Ability to confidently deal with all stakeholders levels.
  • A proven willingness to take ownership of problems and follow through to resolution.
  • A good understanding of when to escalate an issue.
  • Ability and willingness to work with other team members and resources as required.
  • Customer and vendor management skills.
  • Experience with Collaboration technologies such as Video Conferencing endpoints Digital Signage, and Digital Media.
  • Demonstrated ability to clearly update work instructions for discussion with other workgroups and / or the customer.


Highly regarded experience:

  • Certificate III in Information Technology or greater.
  • Knowledge of Cisco and MS Unified Communication technologies including:
  • Microsoft Exchange / Outlook
  • Microsoft Teams
  • Cisco TelePresence End Points
  • Cisco TelePresence Infrastructure
  • Polycom / Poly VC Equipment



Desirable to have:

Please note: Due to the nature of the role occasional after-hours work may be required.


Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we're a highly collaborative workplace, and offer a range of perks such as:

  • A competitive salary
  • Discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Up to five days of Volunteer Leave per year
  • Blended Ways of Working


We understand that flexibility means different things to different people. We're proud to offer a variety of options to work in different ways, such as our Blended Ways of Working and job share. Our Blended Ways of Working lets our people work across home and our offices. Please talk to us about how we can make this role work for you.


Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.