Service Improvement Analyst

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 flexible 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!