Senior Service Desk Analyst

We're looking for a customer-focused Senior Service Desk Analyst to join our EB Delivery team, supporting key Financial Services clients. In this hybrid role, you'll provide high-level technical support, manage incidents and service requests, and act as a first point of escalation for customer issues.

Requirements

• Minimum 3 years' experience in a Service Desk Analyst role, with strong service request and incident management experience.
• Demonstrated customer service excellence, with proven conflict resolution and escalation management skills.
• Experience using ServiceNow and familiarity with ITIL frameworks for service management.
• Strong understanding of Mobile, Contact Centre & Data Products.
• Excellent communication, time management, and organizational skills, with a strong focus on problem-solving and analytical thinking.

Benefits

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive gender neutral paid Parental Leave of up to 16 weeks
• Competitive leave including 2 additional 'Connected Leave' days
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue.
• Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon