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Job Description: Service Desk Support at OptusAt Optus, we dont sit back and let the future happen to us - were out there making it. By expanding into new technology and relentlessly improving every day, were creating a better tomorrow for all Australians.We believe in a vibrant, diverse, and inclusive workforce where backgrounds, perspectives, and life experiences help us innovate and connect with our customers.Your day-to-dayLocation: Macquarie Park and Sydney CBDAs a central point of contact within the Service Desk, you will assist Optus customers in effectively using our products and services. Your responsibilities include providing high-quality customer service and first-level technical support within contracted service levels. This involves handling a high volume of calls and emails, managing incidents and service requests, and using incident management processes.You will analyze, troubleshoot, and resolve incidents to prevent recurrences and reduce calls to the Service Desk. You will log support requests and escalate them when necessary, engaging with other support teams as needed. Additionally, you will participate in our Agent Enablement Program and adhere to all relevant policies and procedures.Why you are our next Service Desk SME?Experience in an outsourced Help/Service Desk environmentExperience with tools like ServiceNow or CA Service DeskExcellent customer service skills with technical understandingStrong communication skills and experience working with KPIsKnowledge of ITIL V3 and Service Management disciplinesBackground in IT/TelecommunicationsProficiency in troubleshooting hardware, software, and network issuesAbility to communicate technical concepts clearly to colleagues and customersWhats in it for you?Competitive salary and incentivesDiscounts on Optus products/services and over 400 retailersTraining and development opportunities (OptusU!)Volunteer leave and a ''connected'' day annuallyHybrid working arrangements and campus facilities including restaurants, cafes, gym, GP, and post officeLocation: Sydney Campus, 20 mins from CBD and 12 mins from Epping via Optus busInterested? Search #OptusLife on LinkedIn to see what its like to work at Optus. Please apply online with your CV and cover letter today.We value diversity and are committed to providing an equal opportunity employment process for all applicants, including those from diverse backgrounds and with accessibility needs. For support, contact AccessibleRecruitment@optus.com.au.Learn more about our commitment to Diversity, Inclusion & Belonging at Optus. #J-18808-Ljbffr