Service Improvement Analyst

NEC Corporation; Darwin; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Bonus & Wellness Days

14 weeks paid parental leave

Paid volunteer days (up to 4)

Job summary

NEC Corporation Australia is seeking a detail-driven Service Improvement Analyst in Darwin to enhance service quality for NEC's clients, including NT Government. You will monitor ITIL-aligned processes, produce regular performance reports and drive improvements across accounts.

You will have at least 2 years in IT customer service, strong QA and Excel reporting capabilities, and excellent communication to liaise with internal teams and external providers.

Qualifications

• Minimum 2 years' experience in IT customer service industry
• Solid understanding of Customer Service principles and related training or experience
• Strong Quality Assurance methodology, process and procedure knowledge
• Solid grasp of ITIL and importance of process adherence and improvement
• Experience working to service levels
• Proficiency in Microsoft Excel for reporting purposes
• Excellent organisational and time management skills
• Strong active listening, questioning and communication skills

Responsibilities

• Monitor and report on the quality of processes, procedures, data and information that keep service delivery running smoothly for NEC's clients
• Support the implementation of ITIL processes and identify process gaps or failures
• Monitor Service Improvement initiatives against Performance Standards requirements
• Conduct internal audits to verify Services Personnel compliance with ITIL processes
• Review and publish technical and operational knowledge for quality and compliance
• Produce daily, monthly, quarterly and annual contractual and operational reports
• Monitor and review Account KPIs to ensure compliance
• Analyze Service Levels across accounts, including retrospective review of failures and proactive ticket monitoring
• Manage QA across accounts — reviewing, trending and providing feedback on submissions, and liaising with Outsourced Service Providers
• Review aged tickets and provide progress reports to NTG
• Review Customer Satisfaction Survey results and engage with end-users on Service Delivery concerns
• Make Service Improvement recommendations
• Conduct periodic assessments of ITIL processes and roles
• Ensure operational documentation is accurate, current and sufficiently detailed
• Work closely with Service Level Manager(s) and provide QA results to Team Leaders and Managers to support staff development and training

Skills

ITIL

Quality Assurance

Customer Service

Data analysis

Process improvement

Communication

Tools

Excel

Job description

Select how often (in days) to receive an alert:

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