Analyst - Digital Service Centre
Analyst - Digital Service Centre
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Job Description
We are open to meet candidates from different locations: NSW Victoria SA Queensland
AEMO at the Heart of Energy
AEMO is Australias independent energy system and market operator and system planner. AEMOs purpose is to ensure safe reliable and affordable energy today and enable the energy transition for the benefit of all Australians. Australian governments are now committed to a net zero economy for Australia by 2050 and our vision is to enable this. We have the once-in-a-lifetime opportunity to co-design the future of our energy systems and our core values revolve around character commitment and connection. Join us as we contribute to this significant transition in the energy sector.
The Digital Customer Services team is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division providing Service Desk support to internal and external customers including End User IT Support for internal customers.
About the role
Working within the Digital Service Centre team the Service Centre Analyst will be the main point of contact for Industry Participants to be provided primary technical support with AEMOs IT systems and the services AEMO provides in a professional timely and effective manner and with a consistent and high level of customer service.
What you will be doing
- 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.
- Works collaboratively across the Digital division maintaining Incident and Request Management best practices.
What you will bring to the role
Experience and Knowledge
- Tertiary qualifications in an appropriate customer service and/or technology discipline ideal.
- 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.
- Ability to build relationships with stakeholders at all levels.
In return some of our benefitsto you
- Flexible working: work from home part timejob share hybrid optionsand additional leave options
- Professional development via projects industry networksjob 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 the us know by emailing us at
If you would like to know more about working at AEMO please check out our careers page for more information.
Required Experience:
IC
Employment Type
Full Time
