Senior Service Desk Analyst

Join to apply for the Senior Service Desk Analyst role at Optus . 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, we’re focused on creating great customer experiences, and we’re looking for someone who can deliver premium support, drive proactive solutions, and act as a trusted partner for our dedicated customers. As a Senior Service Desk Analyst, you’ll provide superior customer service and first‑level escalation, ensuring issues are resolved quickly and effectively while contributing to customer loyalty and satisfaction. Responsibilities 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 client’s 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. Qualifications 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. Benefits Competitive remuneration and employee discounts – $80 monthly credit and 25 % off Optus products and unique shopping discounts with our retail partners. Flexible working arrangements – 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 whatever’s important to you. 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 part of the LGBTQIA+ community, and 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 1800 309 170. We're here to help. For more information on Diversity, Inclusion & Belonging at Optus, please visit Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industry: Telecommunications #J-18808-Ljbffr