Service Desk Operator, Critical Communications

at  BAI Communications

ABOUT US

At BAI Communications, we keep Australians, from the cities to the outback, connected, and the significance of what we do is felt by everyone.
Our critical communications team actively protect our sites and keep services on air. We work alongside authorities, to operate the NSW Public Safety Network and provide life-line communications to NSW Telco Authority emergency service providers who manage public safety.
We are incredibly proud by the commitment, hard work and leadership our people show every day. Our trusted Field Service teams ensure continuity of our network. Our highly skilled Operators keep the public informed during times of crisis and react quickly to changing operational requirements of a demanding complex network. Our deep engineering, delivery and operational capability make us the partner of choice for the government and industry stakeholders alike.
We continue to develop world-class solutions for new and emerging technologies. This includes planning for future network improvements which allow our customers to take advantage of technology innovation.

We have an exciting opportunity for an experienced professional to join the Critical Communications team for BAI Australia.
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:

• Provide proficient, friendly and knowledgeable first line support
• Service desk team must be able to carry out their duty with a high level of precision. Ability to work across teams to complete required tasks
• To be the primary point of contact (via email and telephone) for queries concerning service on the NSW PSN
• Receiving, logging and processing of all Customer enquiries in a timely manner
• Completion of Quality Assurance (QA) step on all cases to ensure consistency and compliance to SLAs.
• Act as a conduit to other support areas, whilst maintaining event ownership
• Work with the service desk tools daily to record accurate and detailed information on events received by phone and email - Actively monitor the helpdesk inbox and delegate/escalate in a timely manner to determine the required next course of actions
• Report to the Customer Service Manager on any issue that could significantly impact our customers and/or support teams
• Contribute to the Service Desk Knowledgebase
• Participation in customer service, technical training and mentorship to continually improve skills
• Analyse incoming calls/emails and pick trends to better improve service availability – Problem Management
• Pass on correct and accurate information to the incoming shift to ensure continuity of service
• Cross training and workload transfers with the PSN NOCC as agreed with the NOCC Manager