Service Desk Analyst

Vor 6 Tagen


Melbourne, Österreich Singtel Group Vollzeit

As a Service Desk Analyst (SDA) you're required to act as a central point of contact providing assistance to Optus customers and enabling them to make effective use of their Optus products and services.Responsibilities include:Providing high quality customer service and first level technical support to our customers within contracted service levels.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.Analysing, troubleshooting and resolving incidents with the aim of eliminating recurrences and reducing calls to the Service Desk.Coordinating with other areas to resolve problems if necessary.Logging Service Desk support requests for resolution within the Enterprise Toolset or for escalation to second level support teams.Your day in the life of a Service Desk Analyst at Optus:Be accountable for and actively contribute toward the achievement of Customer Service Levels.Provide high quality customer service and level 1 technical support over the phone (technical and billing issues and service requests).Monitor telephone queues & answer calls within stated guidelines.Accurately diagnose, record and update records (via phone, email & web) in the Enterprise Toolset within stated guidelines.Monitor Enterprise Toolset queues and update records within stated guidelines.Provide resolution over the phone or email through investigation and diagnosis.Comply with the Incident Management and Request Fulfilment Processes.Assign records accurately to various resolver groups and/or vendors.Liaise with internal and external resolver groups to satisfy customer queries.Your skills to pay the bills:2+ years of work experience in an outsourced Help / Service Desk environment.Typically tertiary qualified (i.e.
University Degree / TAFE Diploma) or relevant business/technical qualifications.Proven experience in commercial call logging tools such as Service Now, CA Service Desk.Demonstrated analytical skills and the ability to understand technical concepts.Ability to negotiate (specifically in resetting client expectations, realigning KPI's, etc.
).Practical experience in managing and delivering to Service Management disciplines (e.g.
ITIL V3).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.Perks we love at Optus:3 days in the office, 2 days remote – with flexible hours to suitInclusive paid parental leave, up to 14 weeks for the primary caregiver.All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'.Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University).Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network.Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office.Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoonKeen to see what it's really like to work at Optus?
Search #OptusLife on LinkedIn to go behind the scenesAt 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 along with your preferred method of contact and we will be in touch.For more information on Diversity, Inclusion & Belonging at Optus, please visit tions close on 3rd December 2024#J-18808-Ljbffr



  • Melbourne, Österreich Tideri Jobbörse Vollzeit

    St John Ambulance Australia - Melbourne, VIC ITSource: u Workin JOB DESCRIPTION The IT Service Desk Analyst will provide front line support as pat of the IT Service Desk.The IT Service Desk Analyst will provide front line support as pat of the IT Service Desk.IT Service Desk Analyst Location: Somerville & Notting Hill Remuneration: $80,000 to $86,000 (plus...


  • Melbourne, Österreich Tideri Jobbörse Vollzeit

    St John Ambulance Australia - Melbourne, VIC ITSource: uWorkin JOB DESCRIPTION The IT Service Desk Analyst will provide front line support as pat of the IT Service Desk .The IT Service Desk Analyst will provide front line support as pat of the IT Service Desk .IT Service Desk AnalystLocation: Somerville & Notting HillRemuneration: $80,000 to $86,000 (plus...

  • Service Desk Analyst

    vor 1 Woche


    Melbourne, Österreich Singtel Group Vollzeit

    As a Service Desk Analyst (SDA) you're required to act as a central point of contact providing assistance to Optus customers and enabling them to make effective use of their Optus products and services.Responsibilities include: Providing high quality customer service and first level technical support to our customers within contracted service...

  • Service Desk Analyst

    vor 1 Monat


    Melbourne, Österreich Kennards Hire Vollzeit

    Service Desk Analyst - Level 1 & 2Seven Hills, NSW Competitive salary + generous employee benefitsGreat company culture | High performing teamKennards Hire seeks a skilled Service Desk Analyst to join our vibrant Technology Centre team.In this role, you'll deliver level 1 & 2 technical support to our staff across Australia and New Zealand via multiple...


  • Melbourne, Österreich Deakin University Vollzeit

    Apply now Job no: 565232 Work type: Casual Location: Geelong - City, Geelong - Waurn Ponds, Melbourne - Burwood, Flexible Categories: Information Technology, Customer Service Casual Hourly Rate: Casual HEW 4 ($48.41 per hour + 11% superannuation)Employment Type: CasualLocation: FlexibleAbout the Role: Deakin University is looking for Service Desk Analysts...

  • Service Desk Analyst

    vor 4 Wochen


    Melbourne, Österreich Telstra Corporation Vollzeit

    Time left to apply: End Date: November 6, 2024 (4 days left to apply)Job Requisition ID: JR-10127710Employment TypePermanentClosing Date5 Nov 2024 11:59pmJob TitleService Desk AnalystJob Summary As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers'...

  • Service Desk Analyst

    vor 1 Monat


    Melbourne, Österreich Southern Cross Care (Vic) Vollzeit

    Employment Type: Permanent full time Salary: $72,000 + Superannuation Location: Richmond (VIC) Upload with Application: Resume, cover letter, and all relevant qualifications Contact: ****** Where there's life, there's Mercy.Where there's care, there's You.Through the battles and the breakthroughs, we're there.Where will you be?For over a century, our...

  • Service Desk Analyst

    vor 2 Wochen


    Melbourne, Österreich Centorrino Technologies Vollzeit

    Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!At Centorrino Technologies (CT), we're more than just tech—we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we're not stopping...


  • Melbourne, Österreich Medhealth Group Vollzeit

    MedHealth are a purpose-built collection of industry leading health, medical and employment brands.Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support.We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a...


  • Melbourne, Österreich Medhealth Group Vollzeit

    MedHealth are a purpose-built collection of industry leading health, medical and employment brands.Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support.We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a...


  • Melbourne, Österreich Tideri Jobbörse Vollzeit

    MedHealth are a purpose-built collection of industry leading health, medical and employment brands.Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support.We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a...


  • Melbourne, Österreich Freedom Furniture Australia Pty Limited Vollzeit

    As an IT Service Desk Analyst at Freedom, you'll play a crucial role in keeping our operations running smoothly.You'll be the go-to person for solving tech issues, ensuring our team can focus on what they do best – creating amazing experiences for our customers.Your problem-solving skills will shine as you tackle diverse challenges across our systems and...

  • Service Desk Analyst

    vor 4 Wochen


    Melbourne, Österreich St Vincent'S Health Australia Vollzeit

    Time left to apply: End Date: November 29, 2024 (25 days left to apply)Job requisition id: JR139496Job Description:We draw on the talents of our people and collaborate with others who share our vision and values to continue the pioneering spirit of Mary Aikenhead and the Sisters of Charity.We are committed to providing compassionate and innovative care,...


  • Melbourne, Österreich Tideri Jobbörse Vollzeit

    As a Service Desk Analyst (SDA) you're required to act as a central point of contact providing assistance to Optus customers and enabling them to make effective use of their Optus products and services.Responsibilities include: Providing high quality customer service and first level technical support to our customers within contracted service...

  • Service Desk Analyst

    vor 3 Wochen


    Melbourne, Österreich Cyos Solutions Vollzeit

    Application closing date: Tuesday, 19 November 2024 • 11:59pm, Canberra time (in Canberra) Estimated start date: Monday, 13 January 2025 Location of work: VIC Working arrangements: It is the AEC's preference that this role be performed from the AEC's Office Length of contract: ASAP until 30 June 2025 Contract extensions: 1x 12 months Security clearance:...

  • Service Desk Analyst

    vor 3 Wochen


    Melbourne, Österreich Cyos Solutions Vollzeit

    Application closing date: Tuesday, 19 November 2024 • 11:59pm, Canberra time (in Canberra)Estimated start date: Monday, 13 January 2025Location of work: VICWorking arrangements: It is the AEC's preference that this role be performed from the AEC's OfficeLength of contract: ASAP until 30 June 2025Contract extensions: 1x 12 monthsSecurity clearance: Must...


  • Melbourne, Österreich Brandbank Group Vollzeit

    An exciting opportunity has arisen for a Service Desk Analyst to join the IT team at our St Kilda Rd Support Office.This role will be responsible for providing responsive and pro-active "first level" incident resolution and service request management for IT applications, software, hardware and network systems, including user administration. You will assist...

  • Deal Desk Analyst

    vor 1 Tag


    Melbourne, Österreich Darktrace Vollzeit

    This is a Deal Desk Analyst role with one of the leading companies in AU right now 🔥 -- Darktrace -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Darktrace 🧐🧐Darktrace’s Deal Desk team sits within our Revenue Operations organization and serves as deal...

  • Deal Desk Analyst

    vor 2 Wochen


    Melbourne, Österreich Darktrace Ltd Vollzeit

    Darktrace's Deal Desk team sits within our Revenue Operations organization and serves as deal advisors to the Sales organization.Our mission is to inspire and influence better strategic decisions while ensuring compliance, efficiency, and scalability.As a Deal Desk Analyst, you will work cross-functionally, collaborating with Sales, Finance, and Legal, to...

  • Deal Desk Analyst

    vor 2 Wochen


    Melbourne, Österreich Darktrace Vollzeit

    Darktrace's Deal Desk team sits within our Revenue Operations organization and serves as deal advisors to the Sales organization.Our mission is to inspire and influence better strategic decisions while ensuring compliance, efficiency, and scalability.As a Deal Desk Analyst, you will work cross-functionally, collaborating with Sales, Finance, and Legal, to...