Customer Service Consultant / Incident Management - Telco

Job Title: Customer Service Consultant / Incident Management - Telco
Contract Type: Contract
Location: Sydney CBD, New South Wales
Salary: Negotiable
Reference: 163978_1509002702
Contact Name: Colby Zurlini
Contact Email:
Job Published: October 26, 2017 18:25

Job Description

This is a front of house service desk role, primarily the role is to manage Incidents, actively inform the customer on status and manage suppliers to deliver to service levels for a range of complex products and services available to our customers, while actively contributing to knowledge management, customer satisfactions and service improvement.

The role:

  • Manage Customer Incidents and Service Requests using SMEC Remedy 7.6 or other Service Management Tools (Service NOW)
  • Resolve Incidents and Fulfil service request using various tools e.g. MICA, VOSS, Cisco Call Manager
  • Actively manage 3rd parties to insure customer SLAs are met
  • Keep the customer informed on status of Incidents or service Requests.
  • Update articles in SMEC Remedy Knowledge Management system or equivalent
  • Provided mentor support to first level team members
  • Update identified gaps to existing procedures/work instructions.

The candidate:

  • Experience in a Service Desk environment.
  • Excellent communication skills
  • High level of problem solving skills
  • Capability to investigate, analyse and advise customers as to their conferencing needs.
  • Proven ability to manage to tight deadlines
  • Experience in managing issues from End to End.
  • Demonstrated ability to assimilate to new technology, procedures and products.
  • Demonstrated ability to adapt to change.


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