Time left to apply: End Date: October 5, 2024 (12 days left to apply) Job Requisition ID: JR-10127710 Employment Type Permanent Closing Date 4 Oct 2024 11:59pm Job Title Service Desk Analyst Job 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' experience.
You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers.
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.
This is a permanent full-time position, based in Canberra / 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 authorized 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!
About Us We're an iconic Aussie brand with a global footprint.
From our earliest days in the Postmaster General's Office to the Australian icon we are today, the heart of Telstra has never changed.
We've always been committed to being a great place to work as we make the world a better place too.
Working at Telstra, we all have a why.
Whether it's endless career opportunities, an amazing work-life balance or being able to make a difference, we all know why we're motivated to be our best here.
Our people find purpose and pride in being part of Telstra, because we support the things that matter most.
Recruitment Support We are committed to making it easy for everyone to apply.
If you require accessibility support or adjustments during the recruitment process, please send an email to Disability and Accessibility inbox.
In a business as big and diverse as ours, there's a huge breadth of career paths available.
Uncover opportunities, broaden your experience, and discover the many areas of our organization there is to explore.
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