Service Improvement Analyst

NEC Australia Pty Ltd.; Darwin; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Bonus & Wellness Days

Parental leave (14 weeks)

Volunteer days

Employee Assistance Program (EAP)

Career development support

Discounts on health, travel, and more

Salary packaging options

Job summary

NEC Corporation is seeking a detail-driven Service Improvement Analyst to join our Service Enablement team in Darwin. The role focuses on monitoring process quality, compliance with ITIL, and driving service improvements for NEC's clients, including NTG.

You will implement ITIL processes, audit adherence, publish knowledge, and produce regular performance reports while collaborating with service managers to support staff development and training.

Qualifications

• Minimum 2 years' experience in IT customer service.
• Solid understanding of Customer Service principles.
• Strong QA methodology, process and procedure knowledge.
• Solid grasp of ITIL and process adherence.
• Experience working to service levels.
• Proficiency in Excel for reporting.

Responsibilities

• Monitor and report on quality of processes, data and information.
• Support ITIL process implementations and identify gaps.
• Audit compliance with ITIL processes across accounts.
• Publish technical/operational knowledge for quality.
• Produce daily, monthly, quarterly and annual reports.
• Review KPIs and service levels, analyze failures.
• QA across accounts and liaise with Outsourced Providers.
• Review aged tickets and provide NTG progress reports.
• Assess CS results and engage end-users on delivery concerns.
• Recommend service improvements and update documentation.
• Work with Service Level Managers to support staff development.

Skills

ITIL knowledge

Quality Assurance

Excel

Customer service

Communication

Time management

Job description

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Office Location: Darwin, Northern Territory, AU, 0800

Company: NEC Corporation

NEC Australia is looking for a detail-driven Service Improvement Analyst to join our Service Enablement team. This is a permanent opportunity for someone ready to make an immediate impact on the quality and consistency of the services we deliver to our clients.

The Role

Reporting to the Service Enablement Manager, you'll monitor and report on the quality of processes, procedures, data and information that keep service delivery running smoothly for NEC's clients, including the Northern Territory Government (NTG).

What You'll Be Doing

Process & Compliance

Supporting the implementation of ITIL processes and identifying process gaps or failures

Monitoring Service Improvement initiatives against Performance Standards requirements

Conducting internal audits to verify Services Personnel compliance with ITIL processes

Reviewing and publishing technical and operational knowledge for quality and compliance

Reporting & Analysis

Producing daily, monthly, quarterly and annual contractual and operational reports

Monitoring and reviewing Account KPIs to ensure compliance

Analysing Service Levels across accounts, including retrospective review of failures and proactive ticket monitoring

Managing QA across accounts — reviewing, trending and providing feedback on submissions, and liaising with Outsourced Service Providers (OSPs)

Reviewing aged tickets and providing progress reports to the NTG

Reviewing Customer Satisfaction Survey results and engaging with end-users on Service Delivery concerns

Making Service Improvement recommendations

Conducting periodic assessments of ITIL processes and roles

Ensuring operational documentation is accurate, current and sufficiently detailed

You'll also work closely with Service Level Manager(s) and provide quality assurance results to Team Leaders and Managers to support staff development and training.

About You

You're highly organised, proactive, and known for your attention to detail — with the communication skills to match. You'll bring:

Minimum 2 years' experience in the IT customer service industry

A solid understanding of Customer Service principles, with relevant training or experience

Strong Quality Assurance methodology, process and procedure knowledge

A solid grasp of ITIL and the importance of process adherence and improvement

Experience working to (or understanding) service levels

Proficiency in Microsoft Excel for reporting purposes

Excellent organisational and time management skills, with the ability to prioritise multiple tasks

Strong active listening, questioning and communication skills — written and verbal

You’ll also bring:

A high level of personal accountability

The ability to build relationships at all levels, internally and externally

Strong multitasking skills, with a clear understanding of priorities, dependencies and risk

Adaptability and a flexible approach to changing needs

Initiative, self-motivation and the ability to work autonomously to deadlines

What's In It For You?

• Bonus & Wellness Days (after qualifying period)
• 14 weeks paid parental leave
• Up to 4 paid volunteer days per year
• Employee Assistance Program (EAP)
• Career development and certification support
• Discounts on health insurance, travel, entertainment and more
• Salary packaging options available