ABOUT YOU

• You will have demonstrable experience in a customer service focused environment
• Intermediate knowledge of ITIL principles and industry standards
• Experience in an operational or technical environment with experience in IT and Telecommunications Network Management
• You will be confident in raising clear and concise records within the Service Management Tool
• ITIL Foundation V4 certificate (minimum).
• Tertiary qualification in relevant technical or service delivery studies and/or equivalent industry experience.
• At least 12 months experience as a Service Desk Operator.
• Experience working with SLAs and KPIs.
• Flexible availability for varied shift patterns, including weekends, training, and relief shifts.
• Ability to work between the hours of 7:00 am and 7:00 pm as rostered, Monday to Friday
• You will be required to work from the office 5 days a week as this position requires privileged access to essential systems
• Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment
  To obtain a full job description, please contact Desiree Furber, Talent Acquisition Manager or have a conversation with David Sun.
  

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Job details
Pay type

We have an exciting opportunity for an experienced professional to join the Critical Communications team for BAI Communications. The Service Desk Operator is the primary point of contact for customers of the Public Safety Network (PSN) when there is a service disruption, for all service requests and requests for change. The Service Desk provides a point of communication to the End-Users and Customers as well as a point of coordination for the Network Operations Control Centre (NOCC).

Key responsibilities will include:

• Act as the primary contact for service-related queries on the NSW PSN.
• Support the Senior Service Desk Operator in monitoring the team dashboard and assisting with work allocation and prioritisation to ensure balanced workloads and effective task distribution, including effective handover and support outside rostered hours.
• Work flexibly within rostered hours in 8-hour shifts Monday to Friday, 7:00am to 7:00pm.
• Action service requests for Radio, password/account resets, reporting, site access, key requests, change conflict management, parking, service issues, and notification subscriptions.
• Record and escalate customer complaints and compliments to the Senior Service Desk Operator or Customer Service Manager, contributing to service quality and customer satisfaction improvements.
• Support effective internal communication to ensure alignment across BAI systems and teams and relay relevant customer feedback and service observations to senior team members.
• Maintain relationships with the NSW PSN user base, comprising approximately 70 agencies, and collaborate closely with the NSWTA Customer Partnerships team.
• Provide input into operational reviews and service improvement discussions based on frontline experience and participate in team meetings and knowledge-sharing activities.
• Support cross-training initiatives between Network Operations Control Centre (NOCC) and Help Desk (HD) members.
• May backfill for the Senior Service Desk Operator or Critical Communications Coordinator during periods of absence or high demand, supporting continuity of service and front-of-house functions related to SOP, facilities management, and general administration.