Service Improvement Analyst — ITIL & Quality Assurance

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

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.