Digital Service Centre Analyst (12213)
Digital Service Centre Analyst (12213)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Digital Service Centre Analyst
The Customer Engagement & Services Division is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division. You will provide Service Desk support to internal and external customers including End User IT Support for internal customers.
Working within the IT Service Centre team the Service Centre Analyst will be the main point of contact for Australian Energy Market Operator (AEMO) employees providing primary technical support to AEMO staff as well as Industry Participants in order to resolve IT issues and service requests in a professional timely and effective manner while providing a consistent and high level of customer service.
The role responsibilities
- Acts as the routine contact point receiving and handling requests for support with a focus on customer and service experience.
- Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
- Assists with the development of standards applying the standards to track monitor report resolve or escalate issues. Contributes to creation of support documentation.
- Monitor core contact centre service delivery channels and collect performance data.
- Follows agreed procedures to identify register and categorise incidents.
- Gathers information to enable incident resolution and allocates incidents as appropriate.
- Provides first line investigation and gathers information to enable incident resolution and allocate incidents advising relevant staff and stakeholders of actions taken.
- Working collaboratively across the Digital division including Architecture Platform teams and Product teams maintaining Incident and Request Management best practices.
Experience and knowledge
- Demonstrated experience in a Customer Service or Service Desk role.
- Knowledge of Incident and Service Request Management tools and processes.
- Excellent written and verbal communication skills including an outstanding telephone manner.
- Excellent organisational and problem-solving skills whilst providing technical support is mandatory.
- Demonstrated experience supporting Microsoft Operating Systems Office 365 and collaboration tools.
- Ability to build relationships with stakeholders at all levels.
In return some of our benefits to you
- Flexible working: work from home part time job share hybrid options and additional leave options
- Professional development via projects industry networks job rotation study assistance and more.
- Give back with up to 4 days of volunteering leave per year.
- Reward your hard work with annual performance bonuses (subject to eligibility).
- Embrace a healthier you with our wellness program discounted health insurance gym perks and our comprehensive Employee Assistance Program (EAP).
About Our Process
AEMO values diversity and inclusivity in the workplace welcoming applications from all backgrounds without regard to age disability gender sexual orientation parental status race religion and our First Nation peoples. We are dedicated to accommodating applicants needs during the application or interview process simply let us know by emailing.
AEMO is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive workplace for all employees.
For more information on the Australian Energy Market Operator (AEMO) please refer to visit one of our social media channels below.
Follow us
Required Experience:
IC
Employment Type
Full Time
