Service Desk Analyst

This role will be on a rotating 24 x 7 shift roster 


  

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


 
Join Optus as a Service Desk Analyst within our Wholesale Service Desk team, where you’ll deliver exceptional customer service and technical support for Optus Wholesale products. Operating in a fast‑paced, 24x7 environment, you’ll be the first point of contact for faults, outages, and service requests, ensuring issues are diagnosed, prioritised, and resolved within agreed SLAs. This role is ideal for someone with a strong customer‑centric mindset, excellent communication skills, and the ability to remain calm and effective during major incidents and high‑pressure situations. 

Your day to day will consist of  

• Act as the first point of contact for Wholesale customers reporting network faults and service issues. 

• Perform service validation, testing, and troubleshooting to isolate and replicate faults. 

• Log, manage, and escalate incidents with internal teams and third‑party providers such as NBN Co., Telstra, and Optus IT. 

• Proactively manage major outages and fault priorities to prevent SLA breaches. 

• Own fault resolution end‑to‑end, providing timely updates, technical advice, and clear communication to customers. 

• Build strong relationships with Wholesale customers, internal stakeholders, and network teams 
  
  
    

 
What makes you perfect for the role?  

• Strong customer service background with the ability to manage technical conversations confidently. 

• Experience working in a service desk, operations centre, or Telco support environment. 

• Proven ability to work under pressure and prioritise effectively during major incidents and outages. 

• Strong troubleshooting skills with a logical, analytical approach to fault diagnosis. 

• Excellent written and verbal communication skills, with attention to detail in ticketing and reporting. 

• Ability to work collaboratively across internal teams, vendors, and customers. 

• Willingness and flexibility to work a 24x7 rotating roster. 

• Desirable: Telco qualifications, Wholesale product knowledge, or exposure to network operations 
  
  
  
   

The good stuff…. | What’s in it for you?  

• 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.  

• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.  

• 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