About the Position Telstra Save Job Who we are As the leading telecommunications and information services company, we offer a full range of services and compete in all telecommunications markets throughout the country. Adding to Telstra s portfolio of Australian organisations, Defence has signed a $1.1 billion agreement with Telstra for the provision of telecommunications services. This agreement will enable Defence to transform its communications technology and it represents the largest customer undertaking in Telstra s history. Telstra s aim is to deliver technology that can becomethe backbone of Australian Defence and will support military operations for the next decade and beyond. We are seeking the most talented people to transform the Defence communication network and take it into another dimension. About the role We need you to come on board and join a busy team to fulfil and resolve level 1.5 requests raised by Defence customers by answering all inbound calls, action all incidents, service requests and change tickets. You will demonstrate ownership or customer enquiries, be focused on achieving excellent outcomes, and have the customer at the centreof all decisions. Some of your responsibilities will include, but are not limited to Respond to, log and categorise interactions from customers using a Service Management tool Jeopardy management coordinate incident resolution through to completion and monitor the status and progress toward resolution of all open incidents Escalate calls/requests to appropriate L2/3 resolver groups as required Co-ordinate with other Telstra work areas and 3rd party suppliers to meet customer requirements Maintain and manage all records for devices within the asset management system (TAMIT), and arranging new handsets, licences and the secure destruction of old devices So, what are we looking for? The right person for this role will have proven experience in providing first level IT Service Desk support and hold a relevant ICT qualification or certification. You will thrive on working in ateam, participate in an on-call shift roster (shift allowances paid), and have a natural customer-centric approach and sense of urgency to deliver positive results. Please note Candidates must be Australian Citizens and have current NV2 clearance as a minimum to be considered. Benefitsand career path Working for the most successful Telco Company in Australia brings with it some great benefits, including Working with the top IT Specialists in the APAC Region who provide support and mentoring, plenty of scope for learning and career development, substantial discounts on a rangeof Telstra products, financial benefits such as Telstra share options, discounts on various retail, and health and fitness and entertainment areas. Check out our website for more information and testimonials from our Employees. We re committed to building a diverse and inclusive workforce. To enable everyone to participate, we ve developed an All Roles Flex policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website tel. st/allrolesflex If this role fits with your career goals and experience, click apply now! Other information Company FlexCareers Type Employee no - Principals only. Recruiters, please don t contact this job advertiser. no - Please, no phone calls about this job! no - Reposting this message elsewhere is NOT OK.