Career Opportunities: Digital Service Centre Analyst (12213)
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.
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 or visit one of our social media channels below.
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