Customer Service-Consultant (10075895-001)

A large telecommunications company is currently seeking a Customer Service Consultant on an initial 6 month contract based in either Sydney CBD or Canberra.

The primary responsibility of this role is to manage Incidents and Service Requests, 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 satisfaction and service improvement.

Key Accountabilities:
  • 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, TACAS, Cisco Call Manager
  • Actively manage 3rd parties to insure customer SLAs are met (must be ITIL compliant)
  • 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.
  • Manage and assist with escalations and service improvements
  • Provided weekly updates/mitigation of tickets
  • Assisted the Service Desk Team Manager with various requests/escalations
  • Assist the Subject Matter Expert with various duties and requests
  • Adhere to SLA s for Service Requests and Incident handling
  • Monitor and Manage Incidents and Service Requests queues
  • Participate and Adhere to jeopardy management processes
Is this you?! Apply now!


Sydney (Ultimo)
I.T. & T