Hybrid IT Service Desk Analyst - Customer-Driven Support

Australian Energy Market Operator (AEMO); The Hills Shire Council; On-site; AUD 70,000 - 100,000; Full time

Job summary

AEMO is seeking an Analyst – Digital Customer Services to be the first IT support contact, delivering high-quality service and ensuring a seamless user experience across the organisation. Based in Norwest, you will join the Digital Service Centre to manage incidents and service requests with a customer-centric approach.

This permanent role emphasizes improving service delivery, knowledge management, and ITSM best practices in a fast-paced environment within the Digital division.

Qualifications

• Experience in a Service Desk or IT support role delivering customer service.
• Strong incident and service request management aligned to ITIL.
• Excellent communication and stakeholder engagement.

Responsibilities

• Act as the primary IT support contact, handling incidents and service requests end-to-end.
• Troubleshoot and resolve technical issues, escalating when needed.
• Monitor incidents/requests and report against SLAs and KPIs.
• Collaborate with internal Digital teams and external providers for improvements.
• Maintain knowledge base and create self-service documentation.
• Support continuous improvement and incident reviews with ITSM best practices.

Skills

Service desk

Incident management

Customer service

Communication skills

Problem solving

Education

Tertiary IT/Tech/Customer Service

ITIL 4 Foundation (preferred)

Tools

Windows OS

Office 365

Collaboration tools

Job description

AEMO is seeking an Analyst – Digital Customer Services to be the first IT support contact, delivering high-quality service and ensuring a seamless user experience across the organisation. Based in Norwest, you will join the Digital Service Centre to manage incidents and service requests with a customer-centric approach.

This permanent role emphasizes improving service delivery, knowledge management, and ITSM best practices in a fast-paced environment within the Digital division.