Service Desk Analyst

Date: 15 Jan 2025

Location: Macquarie Park, Australia

Company: Singtel Group

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 passionate and driven Service Desk Analyst to join our high-performing team at Optus. The successful candidate will be responsible for contributing to overall customer satisfaction across all Optus Enterprise customers by providing industry-leading customer service through the management of customer incidents and service requests. This role is crucial in setting the benchmark for customer support within the business.
 

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

The day to day
 

  • Provide dedicated frontline, round-the-clock support for Optus Enterprise customers, primarily by telephone and through digital channels (potential on-call duties after hours).
  • Manage customer incidents and service requests, ensuring prompt and appropriate resolution.
  • Triage and resolve tickets on first touch where possible, escalating to internal TAC teams when needed.
  • Adhere to established ticket SLA’s (Call response, ticket response, and resolution).
  • Monitor and work from internal call and ServiceNow ticketing queues.
  • Liaise and work with internal TAC and Client Delivery teams.
  • Manage customer expectations and communication for all tickets.
  • Ensure all internal process and technical documentation is kept up to date and accurate.


Why you are our next Service Desk Analyst
 

  • Experience in an outsourced Help / Service Desk environment delivering exceptional customer service.
  • Demonstrated analytical skills and the ability to understand technical concepts.
  • Practical experience in managing and delivering to Service Management disciplines.
  • Understanding of Contact Centre, ICT, Mobile, and Voice Technologies.
  • Proven experience in commercial ITSM tools such as ServiceNow or Service Manager.
  • Strong proficiency in troubleshooting and resolving hardware, software, and network issues.
  • You must be an Australian citizen and be eligible for Federal Government security clearance
  • You must have the 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.