Select how often (in days) to receive an alert:Office Location: Darwin, Northern Territory, AU, ****Company: NEC CorporationNEC Australia is looking for a detail-driven Service Improvement Analyst to join our Service Enablement team.
This is a permanent chance for someone ready to make an immediate impact on the quality and consistency of the services we deliver to our clients.The RoleReporting 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 DoingProcess & ComplianceSupporting the implementation of ITIL processes and identifying process gaps or failuresMonitoring Service Improvement initiatives against Performance Standards requirementsConducting internal audits to verify Services Personnel compliance with ITIL processesReviewing and publishing technical and operational knowledge for quality and complianceReporting & AnalysisProducing daily, monthly, quarterly and annual contractual and operational reportsMonitoring and reviewing Account KPIs to ensure complianceAnalysing Service Levels across accounts, including retrospective review of failures and proactive ticket monitoringManaging 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 NTGReviewing Customer Satisfaction Survey results and engaging with end-users on Service Delivery concernsMaking Service Improvement recommendationsConducting periodic assessments of ITIL processes and rolesEnsuring operational documentation is accurate, current and sufficiently detailedYou'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 YouYou'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 industryA solid understanding of Customer Service principles, with relevant training or experienceStrong Quality Assurance methodology, process and procedure knowledgeA solid grasp of ITIL and the importance of process adherence and improvementExperience working to (or understanding) service levelsProficiency in Microsoft Excel for reporting purposesExcellent organisational and time management skills, with the ability to prioritise multiple tasksStrong active listening, questioning and communication skills — written and verbalYou'll also bring:A high level of personal accountabilityThe ability to build relationships at all levels, internally and externallyStrong multitasking skills, with a clear understanding of priorities, dependencies and riskAdaptability and a flexible approach to changing needsInitiative, self-motivation and the ability to work autonomously to deadlinesWhat's In It For You?
Bonus & Wellness Days (after qualifying period)14 weeks paid parental leaveUp to 4 paid volunteer days per yearEmployee Assistance Program (EAP)Career development and certification supportDiscounts on health insurance, travel, entertainment and moreSalary packaging options available
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📌 Service Improvement Analyst (Darwin)
🏢 NEC
📍 Darwin