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*We will only be considering Australian Citizens and Permanent Residents for this role*
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.
We're on the lookout for a customer-focused Senior Service Desk Analyst to join our EB Delivery team, supporting key Financial Services clients. In this hybrid role, you'll provide high-level technical support, manage incidents and service requests, and act as a first point of escalation for customer issues. You'll thrive in a dynamic environment, attending customer sites weekly while also working remotely, ensuring outstanding service delivery and client satisfaction. If you have a strong background in IT support, exceptional communication skills, and enjoy solving problems that make a real difference — we'd love to hear from you.
Your Day-to-Day:
* Provide superior support to multiple FSI Premium Managed customers, managing requests, incidents, and escalations within SLA timeframes.
* Act as a first-level escalation point, driving issue resolution through internal teams or 3rd-party vendors using defined escalation paths.
* Maintain accurate and up-to-date customer information for internal and external use, ensuring excellent data quality.
* Attend multiple dedicated customer sites weekly (within Sydney) as part of a blended hybrid work arrangement.
* Manage mobile and related hardware logistics, including ordering, configuration, and troubleshooting mobile device issues (e.g., iOS, Android).
What We're Looking For:
We're keen to hear from individuals who are enthusiastic about technology and eager to learn. While previous experience in contact centre support is beneficial, it's not essential. What's more important is your:
* Minimum 3 years' experience in a Service Desk Analyst role, with strong service request and incident management experience.
* Demonstrated customer service excellence, with proven conflict resolution and escalation management skills.
* Experience using ServiceNow and familiarity with ITIL frameworks for service management.
* Strong understanding of Mobile, Contact Centre & Data Products.
* Excellent communication, time management, and organizational skills, with a strong focus on problem-solving and analytical thinking.
What's in it for you?
* 3 days in the office, 2 days remote – with flexible hours to suit
* Inclusive gender-neutral paid Parental Leave of up to 16 weeks.
* Competitive leave including 2 additional 'Connected Leave' days.
* Access to resources, webinars, and support via the 'Parents at Work portal' for all employees.
* Opportunities for growth through extensive online and facilitator-led learning catalogues.
* Connect at work through employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network, and Young Professionals.
* Vibrant campus life, facilities including restaurants, cafes, gymnasium, GP, and post office.
* Free Optus bus service from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.
Ready to take the first step in your tech career? Apply now
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. 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.
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