Service Desk Analyst - Engage Australia

Engage Australia a premier entity of LivePerson is a leading specialist in Contact Centre technology and operations. Since our inception in 2009, we have served as a trusted partner for organizations seeking to deliver consistent, high-quality customer experiences. Our strength lies in our onshore expertise. From initial solution design to 24/7 technical support, we provide a comprehensive "one-stop shop" for CCaaS. We pride ourselves on our ability to translate complex business demands into streamlined technical solutions for some of Australia’s most iconic brands.

Position Overview

As a Service Support Analyst, you are the frontline face of Engage and the primary point of contact for our enterprise clients. Your mission is to provide an elite level of customer service by rapidly diagnosing technical incidents and orchestrating their resolution. The single most important outcome of this role is to minimize client downtime by ensuring every service request is triaged with precision, documented thoroughly, and resolved within SLA. You aren't just closing tickets; you are maintaining the trust of Australia’s most iconic brands through expert technical support.

Team Context: Reporting to the Senior Manager Business Operations, you will work closely with our Technical Engineering teams and Client Service Desks to provide seamless support.

You Will: Key Responsibilities & Impact

Incident Management & Technical Support:

• Act as the first point of contact for Engage customers via phone, email, and portal, performing deep-dive diagnostics to identify root causes.

• Own the end-to-end ticket lifecycle from creation and categorization to resolution ensuring clients are proactively updated at every milestone.

• Manage and adhere to strict Service Level Agreements (SLAs), escalating unresolved issues to the relevant Engage technical resources while maintaining ownership of the customer experience.

• Participate in a rotating after-hours support roster

Documentation & Knowledge Excellence:

• Create and maintain high-quality technical documentation, internal runbooks, and product guides to improve team efficiency.

• Develop and update training materials and client-facing product manuals to empower users and reduce recurring support volume.

• Manage low-level change requests, ensuring all modifications are documented and follow established governance protocols.

Process Improvement & Quality:

• Proactively identify and suggest improvements to Service Desk workflows to enhance response times and accuracy.

• Assist with software testing and training sessions for new product releases, ensuring the Service Desk is prepared for platform updates.

• Build and maintain exceptional rapport with colleagues and customers, acting as a bridge between business needs and technical solutions.

You Have: Required Skills & Qualifications

Professional Experience & Technical Expertise:

• Technical Savvy: Proven experience with computer systems, mobile devices, and cloud-based tech products.

• Platform Knowledge: Proficiency (or the ability to quickly learn) CTI solutions including Genesys Cloud, Verint Cloud, Amazon Connect and Bright Pattern. Experience with CRM such as Salesforce, ServiceNow, Jira and Pega is an advantage.

• Certifications: ITIL v3 or v4 certification is highly regarded.

• Industry Context: Previous experience in a Contact Centre technology environment is a distinct advantage.

Attributes & Mindset:

• Analytical Thinker: You use common sense and an intuitive approach to solve complex problems under pressure.

• Exceptional Communicator: You can translate technical jargon into clear, approachable language for non-technical stakeholders.

• Customer-Obsessed: You remain calm and professional in high-pressure situations, always prioritizing the client's success.

• Meticulous Detail: You understand that accurate documentation is the backbone of a successful Service Desk.

Our Benefits & Perks

At Engage, we are committed to supporting the complete well-being, health, financial security, family, and professional growth of our team. We believe that our onshore expertise is our greatest asset, and we invest accordingly.

Health & Wellbeing

• Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling and support for you and your immediate family members.

• Financial Security: We provide comprehensive insurance options to offer you and your family peace of much-needed peace of mind and financial protection.

• Health Insurance Partnerships: Benefit from corporate healthcare rates and support designed to keep you and your family healthy.

Time Away & Flexibility

• Generous Parental Leave: Support for growing families to ensure you can focus on what matters most during life’s big milestones.

Financial & Growth

• Performance Recognition: We celebrate wins. Our team members share in the company’s success through performance-based recognition.

Workplace Flexibility

• Hybrid Work Model: We offer a flexible, modern work environment. While we value the collaboration that happens in our physical spaces, we support remote flexibility to help you balance your professional and personal life.

Why You’ll Love Working at Engage

As leaders in Australian contact centre technology, we celebrate the expertise and diversity of our people. Engage is a place where complex technical challenges meet human-centric solutions. We are proud of our reputation for translating intricate business demands into streamlined success for Australia’s most iconic brands. Here, your contribution is visible, your growth is supported, and your work directly impacts the customer experience of millions.

Belonging at Engage

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive the innovation required to solve complex problems. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law.

Accessibility Commitment

Engage is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. If you require a reasonable adjustment for any part of the application or hiring process, please let your recruiting contact know.

Important Candidate Notice:

The talent acquisition team has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams would be from LivePerson as Engage is a dedicated entity from LivePerson regarding a job opportunity will only be made by a LivePerson or Engage employee with an @liveperson.com or letsengage.com.au email address.