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.
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).
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.
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 flexible approach to changing needs
Initiative, self-motivation and the ability to work autonomously to deadlines
✅ 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!
