Senior Service Desk Analyst

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.

We are seeking a Senior Service Centre Client Executive to join our team at Optus Sydney Campus. In this role, you will be the escalation point for the Service Centre across all Incident, Requests & Change Requests. You will not only resolve critical issues but also be customer-facing and act as the technical point of contact for all complex incidents and projects within the Enterprise space. This includes being the initial SME for new technologies and processes that impact the team and ensuring training delivery and documentation for the rest of the Service Centre team.
 

This role will support the delivery of the largest Federal Government Contact Centre.
 

The day to day
 

• Handle any Incident/Request escalations from the Service Centre team or management.
• Participate in initial training for new Optus technologies or services and deliver training and documentation for the rest of the team.
• Report on recurring incidents and provide RCA/remediation (Problem Management).
• Lead from a Service Centre perspective on any major incidents or outages across Optus that impact Enterprise customers.
• Report on ticket management and drive the team for updates/resolutions.
• Manage all ad-hoc complex queries from Client Delivery or other internal stakeholders.
• Document and maintain all internal team processes.

About our new Senior Service Desk Analyst!
 

• Experience in a Help Desk / Service Desk environment/Nice CX one.
• Demonstrated analytical skills and the ability to understand technical concepts.
• Practical experience in managing and delivering to Service Management disciplines.
• Understanding of ICT, Mobile, Voice, Data, and other technologies.
• Proven experience in commercial ITSM tools such as Service Now.
• Strong proficiency in troubleshooting and resolving hardware, software, and network issues.
• Superb communication and interpersonal skills gained in a customer service environment.
• Great interpersonal, negotiation, and influencing skills and the ability to communicate at all levels in both verbal and written communication.
• You must be an Australian citizen and be eligible for Federal Government security clearance
• You must have Ability to work on a Monday to Friday 7 -7 roster.

What’s in it for you?
 

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!

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. 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 and we will be in touch.

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