Service Improvement Analyst | ITIL & Quality Assurance

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

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.