Hybrid IT Service Operations Analyst

ASIC; City of Melbourne; Hybrid; AUD 81,000 - 86,000; Full time

Benefits offered by this job

Attractive superannuation

Additional leave entitlements

50/50 hybrid work-from home model

Assistance for study and professional.

Job summary

ASIC is seeking a Service Operations IT Analyst to deliver customer-focused IT services across a hybrid Australia-wide environment. The role supports technology issues via multiple channels and can be based in Sydney, Melbourne or Traralgon, with a 12-month fixed-term contract and a salary in the listed range.

Ideal candidates have at least two years in customer service, strong ITIL knowledge, and the ability to work independently in a dynamic setting, including remote support and

Qualifications

• Minimum two years' customer service experience.
• Experience delivering IT support across phone, email and face-to-face channels.
• Knowledge of ITIL practices and financial services environments.
• Strong written and verbal communication with empathy under pressure.
• Ability to work independently and deliver results in a hybrid setting.
• Familiarity with Windows 11, cloud platforms and identity services.

Responsibilities

• Act as the primary contact for ASIC staff, delivering customer-focused support.
• Provide support via phone, email and face-to-face channels.
• Deliver timely assistance across a broad range of technologies with empathy and professionalism.
• Troubleshoot and resolve issues efficiently using established support practices.
• Monitor and manage requests to meet service standards and achieve positive customer outcomes.
• Maintain accurate records of issues, resolutions and support documentation.
• Review and update procedures to improve service delivery and issue resolution.
• Escalate complex or unresolved issues as required.

Skills

Customer service

Written & verbal communication

Analytical/problem solving

Self-motivated

Remote support

Escalation awareness

Tools

Windows 11

Virtualisation

Azure

AWS

GCP

Networking

Windows Server

Active Directory

Microsoft 365

Job description

ASIC is seeking a Service Operations IT Analyst to deliver customer-focused IT services across a hybrid Australia-wide environment. The role supports technology issues via multiple channels and can be based in Sydney, Melbourne or Traralgon, with a 12-month fixed-term contract and a salary in the listed range.

Ideal candidates have at least two years in customer service, strong ITIL knowledge, and the ability to work independently in a dynamic setting, including remote support and