Service Desk Analyst

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 at the Heart of Energy

AEMO is Australia’s independent energy system and market operator and system planner. AEMO’s 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.

Division: Digital
Department: Customer & Digital Services
Reference number: 13164
Engagement type: Permanent

About The Role

As an Analyst – Digital Customer Services , you will be the first point of contact for AEMO employees, delivering high-quality IT support and ensuring a seamless user experience across the organisation. Working within the Digital Service Centre, you will resolve incidents and service requests efficiently while maintaining a strong focus on customer service and continuous improvement. In this role, you will collaborate closely with internal teams and external service providers to proactively manage issues, minimise business disruption, and uphold service excellence. You will also contribute to improving service management practices, maintaining knowledge resources, and driving consistent, best-practice approaches across the Digital division. This role is based in Norwest.

What You Will Be Doing

• Act as the primary point of contact for IT support, delivering a high-quality customer experience while managing service requests and incidents end-to-end.
• Provide timely troubleshooting and resolution of technical issues, escalating where required to minimise business disruption.
• Monitor, track and report on incidents and requests, ensuring adherence to agreed service levels (SLAs/KPIs).
• Collaborate with internal Digital teams and external service providers to resolve issues and continuously improve service delivery.
• Maintain and contribute to the knowledge base, creating and updating documentation to enable efficient support and self-service.
• Support continuous improvement initiatives by identifying trends, contributing to incident reviews, and promoting IT service management best practices.

What You Will Bring To The Role

• Relevant tertiary qualification in IT, Technology, or Customer Service (or equivalent practical experience); ITIL 4 Foundation certification is highly regarded.
• Proven experience in a Service Desk or IT support role, delivering high-quality customer service
• Strong understanding of incident and service request management processes, ideally aligned to ITIL frameworks
• Excellent communication and stakeholder engagement skills, with a professional and customer-focused approach
• Solid problem-solving and organisational skills, with the ability to manage competing priorities in a fast-paced environment
• Experience supporting Microsoft environments (e.g. Windows OS, Office 365, collaboration tools); exposure to energy or similar industries is advantageous

Benefits

In return some of our benefits to you

• Flexible working: work from home, part time, job share, hybrid options, and additional leave options
• Professional development via projects, industry networks, job 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

At AEMO we are committed to creating a diverse and inclusive workforce. We welcome people of all backgrounds, including people with disabilities and neurodivergence and those who identify as Aboriginal and/or Torres Strait Islander. If you have any accessibility requirements to support you during the application or interview process, simply let us know by emailing us a t [e-mail]