Service Desk Analyst

Employment Type

Permanent

Closing Date

7 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 permanent full-time position, based in Canberra.

As a Service Desk Analyst at Telstra, you will play a crucial role in delivering and providing technical services, solutions, and support across our networks, infrastructure, applications, products, and services. Your contribution will be integral to ensuring the performance and reliability of Telstra’s offerings, as well as supporting our customers’ needs in a rapidly evolving ICT environment.

Please note that all candidates must be Australian citizens and hold at least an NV1 AGSVA security clearance. An NV2 clearance is preferred. This role requires you to hold and maintain a Negative Vetting 1 (NV1) security clearance, with eligibility to obtain an NV2 clearance in the future.

Key Responsibilities

• Contribute to Key Performance Indicators related to the performance of Telstra’s networks, infrastructure, applications, products, and services.
• Operate within standard practices and procedures, with guidance from experienced team members to achieve team, project, mission, and individual goals.
• Build technical and professional expertise across various subject areas to support Telstra’s networks, infrastructure, applications, products, and services.
• Deliver solutions using tried and tested methodologies, identifying and addressing constraints.
• Utilise domain knowledge and analytical thinking to assist in investigating and resolving complex incidents.
• Work effectively in an agile team to deliver code that meets the Definition-of-Done (DoD), applying software configuration management (SCM) practices for version control.
• Respond to customer phone, email, ticket inquiries promptly, courteously, and efficiently.
• Log and categorise customer interactions via phone, email, or authorised means using a standard Service Management tool and maintain records of all calls.
• Manage incidents through Jeopardy Management, coordinating resolutions and monitoring the progress of open incidents.
• Identify faults using standard work instructions, providing first-level resolution when possible.
• Escalate calls or requests to appropriate Level 2/3 resolver groups as needed.
• Demonstrate initiative and apply problem-solving skills to overcome challenges.
• Assist customers and be responsive to their needs, keeping them informed about the progress of service or support requests.
• Re-prioritise and allocate tasks when necessary to ensure efficient workflow.
• Maintain current knowledge of Key Network Operations (KNOs) and Work Instructions (WIs) in a constantly changing ICT environment.
• Coordinate with Telstra teams and third-party suppliers to meet customer requirements efficiently.
• Provide clear, concise, accurate, and complete oral and written advice to customers.
• Resolve customer issues with a basic understanding of Telstra’s end-to-end processes for activation and assurance of supported technologies.
• Maintain and manage records for devices within the asset management system, ensuring secure sanitisation and destruction of decommissioned devices.
• Adhere to Service Level Agreements and ensure compliance with Telstra’s Purpose and Values.
• Build and maintain professional relationships with internal and external colleagues.
• Take reasonable care for your safety and the safety of others, complying with Telstra’s Health, Safety, and Environmental (HSE) policies and procedures.
• Support Telstra in meeting its duties under safety and environmental legislation.
• Strong knowledge of Microsoft Office, ITIL, and Client Relationship Management tools, with an understanding of video network structures.
• Skilled in systems and tools, including DSMS, TAMIT, Service Manager 9, SharePoint, Objectives, Confluence, Teleconference Management System (TMS), Cisco, Polycom, and AV systems.

Enough about us, let's talk about you

• H old a minimum of NV1 AGSVA security clearance.
• Networks Solution & Systems Engineering Communication: Strong ability to communicate technical concepts related to network solutions and systems engineering.
• Systems and Tools Capability: High proficiency in Microsoft Office, ITIL, and Client Relationship Management tools. A strong understanding of video network structures is essential.
• Technical Expertise: Skilled in DSMS, TAMIT, Service Manager 9, SharePoint, Objectives, Confluence, Teleconference Management System (TMS), Cisco, Polycom, and AV experience.

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.