Service Desk Analyst

It starts with YES!

As a Service Desk Analyst (SDA) you’re required to act as a central point of contact providing assistance to Optus customers and enabling them to make effective use of their Optus products and services.

Responsibilities include providing high quality customer service and first level technical support to our customers within contracted service levels. This is through answering a high volume of telephone calls and responding to emails, handling the resulting incidents or service requests using the appropriate incident management and request fulfilment processes.

You will be required to analyse, troubleshoot and resolve incidents with the aim of eliminating recurrences and reducing calls to the Service Desk while coordinating with other areas to resolve problems if necessary. Taking receipt of Service Desk support requests and logging them, either for resolution within the Enterprise Toolset or for escalation to other more specialised second level support teams.

Your day in the life of a Service Desk Analyst at Optus

• Be accountable for and actively contribute toward the achievement of Customer Service Levels.
• Provide high quality customer service and level 1 technical support over the phone (technical and billing issues and service requests)
• Monitor telephone queues & answer calls within stated guidelines
• Accurately diagnose, record and update records (via phone, email & web) accurately in the Enterprise Toolset within stated guidelines
• Monitor Enterprise Toolset queues and update records within stated guidelines
• Provide resolution over the phone or email through investigation and diagnosis
• Comply to the Incident Management and Request Fulfilment Processes
• Assign records accurately to various resolver groups and/or vendors
• Liaise with internal and external resolver groups to satisfy customer queries

Your skills to pay the bills

• 2+ years of work experience in an outsourced Help / Service Desk environment
• Typically tertiary qualified (i.e. University Degree / TAFE Diploma) or relevant business/technical qualifications
• Proven experience in commercial call logging tools such as Service Now, CA Service Desk.
• Excellent customer service skills.
• Demonstrated analytical skills and the ability to understand technical concepts.
• Ability to negotiate (specifically in resetting client expectations, realigning KPI’s, etc.)
• Practical experience in managing and delivering to Service Management disciplines (e.g. ITIL V3)
• Strong proficiency in troubleshooting and resolving hardware, software and network issues
• Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and customers.

Perks we love at Optus

• 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 along with your preferred method of contact 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.

**Applications close on 3rd December 2024***