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.
Your day to day
Based in Macqurarie Park and Sydney CBD you'll act as a central point of contact within the Service Desk, providing assistance to Optus customers and enabling them to make effective use of their Optus products and services.
You will be responsible to provide 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 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. You will be 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.
You will engage our Agent Enablement Program which includes (performance management, development plans, rewards and incentive programs, monthly reporting, etc.), plus be responsible for working to all relevant Service Delivery and Corporate Policies, Procedures and Work Practices.
Why you are our next Service Desk SME?
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-Solid work experience in an outsourced Help / Service Desk environment;
-Proven experience in commercial call logging tools such as Service Now, CA Service Desk;
-Proven experience in delivering exceptional customer service with demonstrated analytical skills and the ability to understand technical concepts;
-Proven experience in communication skills (e.g. assignments, presentations and reporting, etc.) and working toward performance KPIs;
-Practical experience in managing and delivering to Service Management disciplines (e.g. ITIL V3);
-Demonstrated track record/career in I.T/Telecommunications
-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.
What’s in it for you?
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-Competitive salary and performance incentives;
-Discounts to Optus products and services, and to over 400 retailers Australia-wide;
-Training, mentoring and development opportunities (ask us about OptusU!);
-Up to five days of Volunteer Leave per year, plus a “connected” day for you to use to connect to something you are passionate about;
-Hybrid ways of working, plus a vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office; &
-Sydney Campus; 20mins from CBD, 12mins from Epping via Optus bus.
Keen to see what it’s really like to work at Opus? Search #OptusLife on LinkedIn to go behind the scenes!
Please apply online with your CV and cover letter today.
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 
AccessibleRecruitmentoptus.au along with your preferred method of contact and we will be in touch.
For more information on Diversity, Inclusion & Belonging at Optus, optus.au/about/inclusion-diversity.