This is a Service Desk Analyst role with Optus based in NSW, AU Optus Role Seniority - junior More about the Service Desk Analyst role at Optus Please note: Due to the requirements of this role, only applicants with Australian Citizenship will be considered This position requires 24/7 shift availability and five days on-site. Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. Join Optus as a Service Desk Analyst, where you’ll deliver exceptional frontline support to Optus Enterprise Government customers. This role involves managing incidents and service requests, troubleshooting technical issues, and ensuring customer satisfaction through clear communication and timely resolution. If you’re passionate about customer service and technology, this is your chance to join a high-performing team and grow your career. Please note that government clearances are required for this position. If you already have one, it will be an advantage. Your day-to-day will consist of Own and manage customer incidents and service requests from initial contact to resolution. Triage and resolve tickets on first touch where possible; escalate when needed. Monitor internal call queues and ServiceNow tickets to meet SLA targets. Liaise with internal TAC teams and Client Delivery teams for issue resolution. Maintain accurate documentation and ensure smooth handovers between shifts. Participate in product and service updates and provide input for improvements What makes you perfect for the role? Minimum 12 months’ experience in a Help Desk or Service Desk environment. Tertiary qualification or relevant technical/business certification. Proven ability to deliver exceptional customer service and manage SLAs. Strong troubleshooting skills across hardware, software, and network issues. Experience with ITSM tools such as ServiceNow or Service Manager. Understanding of Contact Centre, ICT, Mobile, and Voice technologies with a preference for contact centre. Excellent communication, interpersonal, and problem-solving skills. Ability to manage multiple priorities in a fast-paced, high-performing environment. The good stuff…. | What’s 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. Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre. Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s 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 U’s 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 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 Show more Show less Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Optus team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing incidents and service requests Monitoring call queues Maintaining documentation Key Strengths Customer service ️ Troubleshooting ITSM tools ️ Communication skills ⏰ Time management Technical certifications A Final Note: This is a role with Optus not with Hatch.