Join a company dedicated to your career development and where you can simply be yourself at work!

So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.

We've put a lot of investment behind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.

About the role,

The role of the ECT onsite ATO Incident and Problem Coordinator is to be responsible for providing enhanced and dedicated service operations support to ATO customers within the Customer Delivery portfolio.

The Incident and Problem Coordinator must have a sound understanding of the roles and responsibilities of all internal workgroups that contribute to customer satisfaction in order to effectively and efficiently resolve customer incidents and problems. This role also requires a pro-active approach to customer management to ensure identification of potential issues, incidents and problems prior to customer enquiries as well as managing the provision of services in support of the Departments requirements and business needs

Key responsibilities include:

• Manage all incidents and problems as they apply to Optus as a resolver.
• Ensure incident and problem resolution through customer, Optus and/or 3rd party resolver groups.
• Identifying the need for changes to resolve incident and problems within Optus Business, mobile and voice product suites as it applies to ATO.
• Performing problem coordination into root cause analysis, work around solution, and permanent corrective actions
• Identifying risks and issues and inputting these into a risk register
• Updating the problem reporting system with the root cause, and permanent resolution information
• Updating the closure portion of the ticket, ensuring the cause code reflects the actual cause of the problem, and all documentation is complete
• Providing effective resolution to the problem in accordance with the priority service level
• Identifying resolved problems as candidates for inclusion in the Known Error Database
• Adherence to incident and problem management and related service level agreements.
• Incident and Problem triage and queue management – the ability manage the ticket lifecycle within the service management tool.
• Fault/escalation management – the ability to appropriately deal with customer incidents, problems, service requests and escalate as required.
• Effective Communication – ability to manage internal and customer enquiries &/or escalations.
• Build and maintain a strong customer relationship to support transparency of business.
• Provide appropriate ticket management coverage as required.
• Operate within an agreed roster and provide on-call coverage for after-hours for major incident support. (Severity 1 & 2 Incident Management).
• Report customer operational issues back to the Incident & Problem Manager, Service Request Manager &/or Customer Delivery Manager.
• Demonstrated understanding of key business needs and accountability for delivery of positive outcomes for the customer that meets contracted requirements with a high level of customer satisfaction.
• Liaise with 2nd and 3rd Level resolver groups to coordinate timely restoration of service
• Liaise with 3rd party Vendors/Partners to coordinate timely provision of services.
• Adhere to and provide input into standard operating procedure documentation.
• Assist in facilitating the transition of new services into the ATO operational environment.
• The role requires strong relationship management and task coordination skills. The incumbent of this role also must have the ability to prioritise work load while working with the client, Optus internal, Optus subcontractors (vendors) and other ATO service providers.

Experience required:

• Demonstrated ability to be able to fulfil customer needs and deliver real business value to corporate customers
• Previous working in an ICT outsourcing environment with a Federal Government client.
• High Level interpersonal skills
• Understanding the principle of teamwork and collaboration
• Autonomous – Attention to detail
• Microsoft Excel & Word skills
• Service Management tool experience
• Understand the principles of asset management

Desirable:

• Experience in Call Centre, Helpdesk type environments/roles
• ITIL Foundation Certificate
• Experience working in a results focused environment
• Advanced MS Excel skills / Reporting
• Remedy Toolset experience
• Asset Management experience

Employee Benefits

Working at Optus will provide you with a range of benefits that will enrich your personal and professional life. With features such as a range on on-site Health and Wellbeing specialists, financial advisers, company discounts and child care services, we ensure that we provide you with a safe and productive work environment.

Head on over to http://www.optus.com.au/about/careers to find out more about what it's like working with Optus.

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Heads Up!

Due to the fast-paced nature of our business, vacancy close dates may change, so make sure you apply today!

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Heads Up!
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!