Senior Service Desk Analyst

Please note: we will only be accepting applications from Australian Citizens due to the requirements of the role.

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

At Optus were focused on creating great customer experiences and were looking for someone who can deliver premium support drive proactive solutions and act as a trusted partner for our dedicated customers. Joining as a Senior Service Desk Analyst youll provide superior customer
service and first-level escalation ensuring issues are resolved quickly and effectively while contributing to customer loyalty and satisfaction




Your day to day will consist of

• Communicate clearly and effectively with both technical and non-technical stakeholders ensuring updates and recommendations are easy to understand and free of jargon.
• Maintain thorough documentation of system configurations operational processes and troubleshooting procedures to support consistency and knowledge sharing.
• Serve as a trusted technical advisor consistently aligning solutions and guidance with the clients objectives and overall experience.

• Provide superior dedicated customer service and proactive support to a premium managed customer.
• Act as the first level escalation point for customer issues driving resolution via internal teams and defined escalation paths.
• Manage customer requests and incidents within agreed SLAs liaising and escalating with internal teams third-party vendors and partners where required.
• Ensure all customer information is accurate up to date and managed to the highest standards.
• Manage all customer email enquiries and MAC (Moves Adds Changes) requests within SLAs.
• Troubleshoot issues directing enquiries to the appropriate teams where required.
• Support the management of customer mobile devices and hardware (including ordering and follow-up as required).
• Blend hybrid work conditions with weekly attendance to customer sites across Sydney (including Optus Head Office) and work from home flexibility.
• Champion customer focus by managing expectations in line with SLAs and project milestones.

What makes you perfect for the role

• Strong understanding of cellular technologies including LTE 5G NR RAN EPC/5GC and VoLTE.
• Hands-on expertise with cellular network hardware SIM provisioning and radio frequency (RF) fundamentals.
• Demonstrated ability to troubleshoot complex network issues providing end-to-end resolution across systems.
• Capable of working independently and collaboratively bridging technical and business teams to drive effective outcomes

• Minimum 3 years experience in a Service Desk Analyst role with strong customer service excellence.
• Prior experience in service request and incident management ideally with ServiceNow.
• Solid background in telecommunications/IT industry with excellent knowledge of Fixed Voice & Data Products and Mobile Products.
• Strong technical and troubleshooting skills with experience across mobile device management (MobileIron iOS Android MDM) and related technologies.
• Experience working with platforms and tools such as MS Teams Cisco Contact Centre solutions and smartphone technologies.
• Strong reporting background and ability to manage SLA-driven performance.
• Excellent communication and interpersonal skills with proven history of conflict resolution and stakeholder management.
• Strong organisational time management and problem-solving skills in a dynamic fast-paced environment.
• ITIL knowledge/certification is desirable as is experience in change and problem management.
  
  
  
  

The good stuff. Whats 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.
• Competitive leave policies including additional Connected days to focus on culture family health community or whatevers 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 Us 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 or call. Were 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