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

Continual Improvement

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 versatile 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

Ready to take your career to the next level? Apply now and let's build something amazing together!

📌 Service Improvement Analyst (Darwin)
🏢 NEC
📍 Darwin