Service Desk Analyst

Employment Type

Fixed Term (Fixed Term)

Closing Date

4 Oct 2024 11:59pm

Job Title

Service Desk Analyst

Job Summary

As a Network Technical - Operative, you will assist in the delivery and the provision of technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by Telstra.

Job Description

An excellent opportunity has become available for a highly motivated and passionate Service Desk Analyst to join the Service Assurance Operations Team at Telstra.

The opportunity

This is a 24-month fixed term position based in Canberra / Paddington (Sydney) / Paddington (Sydney).

As a Customer Service Specialist, you will play a crucial role in fulfilling and resolving requests raised by Defence customers. Your primary responsibilities include answering inbound calls, managing incidents, and coordinating end-to-end needs within Telstra to ensure customer satisfaction and compliance with contracted Service Levels. You will be a key contributor to achieving excellent outcomes for the Department of Defence, with a strong focus on customer service

Please note that all candidates must be Australian citizens and hold at least a Baseline AGSVA security clearance to be considered. This role requires you to hold and maintain a Baseline AGSVA security clearance, with the ability to obtain an NV1 security clearance.

Key Responsibilities

• Respond promptly, courteously, and efficiently to customer phone inquiries.
• Log and categorize customer interactions via phone, internet, email, or other authorised means, using a standard Service Management tool.
• Identify and resolve first-level issues using standard work instructions; escalate complex issues to appropriate resolver groups.
• Coordinate with other Telstra work areas and third-party suppliers to meet customer requirements effectively.
• Maintain records for devices and SIM service numbers within the asset management system (TAMIT).
• Provide clear, concise, and accurate advice to customers both orally and in writing.
• Ensure compliance with Service Level Agreements and Telstra’s Purpose and Values.
• Handle all logistics work and manage the issuance and secure disposal of devices.
• Collaborate effectively with internal and external colleagues, fostering professional working relationships.
• Adhere to Health, Safety, and Environment (HSE) standards and demonstrate a commitment to safe and responsible behaviour.

Key Skills

• Adapt quickly to new processes and procedures, demonstrating initiative and tolerance for uncertainty.
• Exceed customer expectations by understanding their needs and taking accountability for resolving service issues.
• Complete tasks on time and to the expected standard, aligning with enterprise values and standards.
• Identify, diagnose, and resolve product and service issues using systematic approaches and focused experimentation.
• Analyze problems from various perspectives and develop effective solutions.
• Commit to health, safety, and environmental responsibilities, minimizing risks wherever possible.
• Be proficient in Microsoft Office, ITIL, and Client Relationship Management tools, with knowledge of DSMS, TAMIT, MICA, and other Telstra systems.

Qualifications/Experience:

• Experience in a Customer Service or Service Desk role.
• Relevant ICT qualification or certification.
• ITIL certification or basic understanding of ITIL.
• Negative Vetting Level 1 Security Clearance (highly desirable).

Key Relationships:

• Internal: Work closely with Telstra Customer Service Delivery teams, Network Operations Level 2 and 3 teams, M&C Level 2 and 3 teams, Data Centre team, Work take-on team, Telstra Billing Team, and COE.
• External: Engage with Defence Level 1 and Exec Service Desks, Contracted Field Workforce, Defence Desktop Support, Leidos, Service Point, Defence ICT Operations, Defence DCare, BrightStar, Toll, and StarTrack.

Our perks & benefits

• Work-life integration - we understand life happens when you're busy making other plans, so we offer flexibility around where, and when you work.
• 16 weeks paid parental leave for primary and secondary carers.
• Professional development program.
• An epic (free) Telstra mobile phone plan.
• Laptop/Device allowance renewed every 2 years.
• Purchased Annual Leave scheme.
• Discounted Telstra products and services.
• Continuous Service Recognition for those who are coming across from a Federal Government agency to Telstra.

We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!

On the cusp of the next technological transformation in the digital world, Telstra has and continues to be at the forefront of local and global innovation. Come disrupt and lead the industry as we build the networks for the future and push the boundaries of what’s possible with technology.

We're after the right blend of experience and enthusiasm and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business and push for diversity of thought in all we do.