Optus6 followers75 jobs

Service Desk Analyst

JuniorFull-timeOfficeNew South Wales, AustraliaCustomer service and supportInformation technologyIT supportPosted 6 days ago
View your fit0 of 9 criteria met

About the job

Join Optus as a Service Desk Analyst, where you will deliver exceptional frontline support to Optus Enterprise Government customers. This job is all about managing incidents and service requests, troubleshooting technical issues, and ensuring customer satisfaction through clear communication and timely resolution. The team values collaboration and is committed to creating an inclusive environment where everyone can thrive.

You'll be responsible for

📞

Managing incidents and service requests

Own and manage customer incidents and service requests from initial contact to resolution, ensuring timely resolution and customer satisfaction.
📊

Monitoring call queues

Monitor internal call queues and ServiceNow tickets to meet SLA targets and ensure smooth operations.
📝

Maintaining documentation

Maintain accurate documentation and ensure smooth handovers between shifts, participating in product and service updates.

What we're looking for

🛠️

12+ months in help desk or service desk

Experience in a fast-paced support environment is essential.

View fit

📜

Tertiary qualification or certification

Relevant technical or business qualifications enhance your fit.

View fit

🤝

Proven customer service skills

Ability to deliver exceptional service and manage SLAs.

View fit

View more

Meet the team

About the company

View your fit

0 of 5 criteria met
12+ months in help desk or service desk
Experience in a fast-paced support environment is essential.

View

Tertiary qualification or certification
Relevant technical or business qualifications enhance your fit.

View

Proven customer service skills
Ability to deliver exceptional service and manage SLAs.

View

Strong troubleshooting skills
Experience resolving hardware, software, and network issues.

View

Experience with ITSM tools
Familiarity with ServiceNow or similar tools is preferred.

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