Service Operations IT Analyst

ASIC; Sydney; On-site; AUD 81,000 - 86,000; Full time

Benefits offered by this job

50/50 hybrid work-from home model

Attractive superannuation

Additional leave entitlements

Assistance for study and professional 

Job summary

ASIC, Australia’s financial market regulator, is hiring a Service Operations IT Analyst to deliver reliable IT services and drive continuous improvement. The role can be based in Sydney, Melbourne or Traralgon, with responsibilities spanning frontline staff support and incident resolution.

You will handle enquiries via phone, email and in person, assist with a broad range of technologies, and maintain service records. A minimum of two years in customer service is required.

Qualifications

• Minimum two years' customer service experience.
• Strong written and verbal communication skills.
• Analytical problem-solver with sound judgement and escalation awareness.
• Passion for learning new technologies and ways of working.
• Self-motivated with the ability to work independently and deliver results.
• Experience providing remote customer support.
• Knowledge of ITIL practices and financial services environments.
• Exposure to Windows 11, virtualization, cloud platforms (Azure, AWS, GCP), networking, Windows Server, Entra ID/Active Directory and Microsoft 365.

Responsibilities

• Act as the primary contact for ASIC staff, delivering customer-focused support for technology issues and enquiries.
• Provide support via phone, email and face-to-face channels.
• Deliver timely assistance across a broad range of technologies with empathy and professionalism.
• Troubleshoot and resolve issues efficiently using established support practices.
• Monitor and manage requests to meet service standards and achieve positive customer outcomes.
• Maintain accurate records of issues, resolutions and support documentation.
• Review and update procedures to improve service delivery and issue resolution.
• Escalate complex or unresolved issues as required.

Skills

Customer service

Communication

ITIL knowledge

Remote support

Problem solving

Tools

Windows 11

Virtualisation

Azure

AWS

GCP

Networking

Windows Server

Entra ID/AD

Microsoft 365

Job description

At ASIC, you can be the change that ensures a fair, strong and efficient financial system for the benefit of all Australians. Contribute to delivering on ASIC's purpose, vision, and strategic priorities to help maintain the integrity of the financial system and protect consumers from harm.

• Sydney or Melbourne location, other locations considered
• Salary between $81,396 - $85,659 (depending on experience) + 15.4% super
• 12 month Fixed Term Contract
• Applications close at 11:59pm AEST, Sunday 27 September 2026

The team

Information Technology Services (ITS) delivers IT services and support across ASIC. The Service Operations team is part of the national Service Operations & Enablement group, driving a major technology transformation to help ASIC become a leading regulator. Key focus areas include the digital workplace, mobility, security, cloud platforms, AI, data, analytics, and automation.

The role

As a Service Operations IT Analyst, you will deliver responsive, reliable and customer-focused IT services that enhance productivity through strong service delivery, continuous improvement and automation. The role can be based in Sydney, Melbourne or Traralgon.

Key responsibilities include:

• Act as the primary contact for ASIC staff, delivering customer-focused support for technology issues and enquiries.
• Provide support via phone, email and face-to-face channels.
• Deliver timely assistance across a broad range of technologies with empathy and professionalism.
• Troubleshoot and resolve issues efficiently using established support practices.
• Monitor and manage requests to meet service standards and achieve positive customer outcomes.
• Maintain accurate records of issues, resolutions and support documentation.
• Review and update procedures to improve service delivery and issue resolution.
• Escalate complex or unresolved issues as required.

About you

You will have at least two years' customer service experience, with a passion for continuous improvement and delivering great outcomes.

You will also demonstrate:

• Experience managing and resolving customer enquiries within established service standards.
• Strong written and verbal communication skills, with empathy and professionalism under pressure.
• Analytical problem-solver with sound judgement and escalation awareness.
• Passion for learning new technologies and ways of working.
• Self-motivated with the ability to work independently and deliver results.
• Experience providing remote customer support and quickly assessing customer needs.
• Knowledge of ITIL practices and financial services environments.
• Exposure to a broad range of technologies, including Windows 11, virtualisation, cloud platforms (Azure, AWS, GCP), networking, Windows Server, Microsoft Entra ID/Active Directory and Microsoft 365.

About ASIC

ASIC's remit is one of the broadest of regulators across the world. ASIC regulates corporations, markets, financial services and consumer credit and monitors and promotes market integrity and consumer protection in the Australian financial system. Through our enforcement work, we hold to account those who contravene the law, working to achieve strong outcomes that address the greatest consumer and investor harms.

ASIC is an equal opportunity employer seeking people who want to make a difference. ASIC is committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. Applications from people of all ages, cultural backgrounds, abilities, LGBTIQ+ identity, and people of Aboriginal and Torres Strait Islander descent are encouraged to apply.

We offer a range employee benefits including:

• Attractive superannuation
• Additional leave entitlements
• 50/50 hybrid work-from home model
• Assistance for study and professional development

To work with us, you need to be an Australian citizen and be prepared to complete an ASIC Suitability and Baseline Assessment.