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Service Desk Agent

eJAmerica - Sydney, NSW

Insurance & Superannuation
Source: uWorkin

Source: uWorkin


Requirements for Service Desk Analysts


  • Minimum of 12 months’ work experience in an outsourced Help / Service Desk environment
  • Typically tertiary qualified (i.e. University Degree / TAFE Diploma) or relevant business/technical qualifications
  • Proven experience in commercial call logging tools such as ServiceNow, CA Service Desk or Remedy, etc
  • Proven experience in commercial inbound telephony systems typically used in Call Centres, Help/Service Desks such as CISCO or Avaya.
  • Proven experience in delivering exceptional Client service
  • Demonstrated analytical skills and the ability to understand technical concepts
  • Demonstrated experience in communication skills (e.g. assignments, presentations, and reporting, etc.)
  • Demonstrated experience in negotiation skills (specifically in resetting Client expectations, realigning KPIs, etc.)
  • Practical experience in managing and delivering to Service Management disciplines (e.g. ITIL V3)
  • Demonstrated track record/career in I.T/Telecommunications
  • Strong proficiency in troubleshooting and resolving hardware, software, and network issues;
  • Ability to clearly and concisely transfer technical and business knowledge to the knowledge base, colleagues, and Clients.


  • Experience and competency in the above-mentioned areas is critical but formal qualifications in these areas are desirable
  • Certificate 3 or 4 in Telecommunication systems or other relevant tertiary studies
  • Strong understanding and demonstrated commitment to process improvement, documentation, and information sharing.
  • Understanding of network protocols for example TCP/IP, DNS, SSL, and VPN
  • Previous experience using Service Now, HP SM7 experience


  • Excellent communication and interpersonal skills gained in a Client service environment;
  • Excellent listening skills and empathy;
  • Ability to quickly develop a high-level understanding of Optus network and products offered within Optus Business and maintain up to date knowledge of the telecommunications industry
  • Exceptional Client service focus and ability to build strategic business relationships and Client loyalty
  • Excellent communication and interpersonal skills gained in a Client service environment;
  • Excellent listening skills and empathy;
  • Adaptable, results-driven, professional, and high work standards;
  • A creative thinker, this person demonstrates initiative and is willing to go the ‘extra mile’;
  • Track record of being a team player, in a changing environment.
  • Strong interpersonal, negotiation, and influencing skills and the ability to communicate at all levels in both verbal and written communication;
  • Sound technical, analytical, investigative, problem-solving, and decision-making skills;
  • Integrity
  • Professionalism
  • Ability to manage high volumes of complex calls, multiple priorities, and deadlines and work independently without supervision
  • Committed, Energetic and Passionate
  • Embraces change