IT Service Ops Analyst – Hybrid, 12-Month Contract

ASIC; Sydney; On-site; AUD 81,000 - 86,000; Full time

Benefits offered by this job

50/50 hybrid work-from home model

Attractive superannuation

Additional leave entitlements

Assistance for study and professional 

Job summary

ASIC, Australia’s financial market regulator, is hiring a Service Operations IT Analyst to deliver reliable IT services and drive continuous improvement. The role can be based in Sydney, Melbourne or Traralgon, with responsibilities spanning frontline staff support and incident resolution.

You will handle enquiries via phone, email and in person, assist with a broad range of technologies, and maintain service records. A minimum of two years in customer service is required.

Qualifications

• Minimum two years' customer service experience.
• Strong written and verbal communication skills.
• Analytical problem-solver with sound judgement and escalation awareness.
• Passion for learning new technologies and ways of working.
• Self-motivated with the ability to work independently and deliver results.
• Experience providing remote customer support.
• Knowledge of ITIL practices and financial services environments.
• Exposure to Windows 11, virtualization, cloud platforms (Azure, AWS, GCP), networking, Windows Server, Entra ID/Active Directory and Microsoft 365.

Responsibilities

• Act as the primary contact for ASIC staff, delivering customer-focused support for technology issues and enquiries.
• 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

Communication

ITIL knowledge

Remote support

Problem solving

Tools

Windows 11

Virtualisation

Azure

AWS

GCP

Networking

Windows Server

Entra ID/AD

Microsoft 365

Job description

ASIC, Australia’s financial market regulator, is hiring a Service Operations IT Analyst to deliver reliable IT services and drive continuous improvement. The role can be based in Sydney, Melbourne or Traralgon, with responsibilities spanning frontline staff support and incident resolution.

You will handle enquiries via phone, email and in person, assist with a broad range of technologies, and maintain service records. A minimum of two years in customer service is required.