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Form of workNEC Australia is a leading technology company that delivers a complete portfolio of ICT solutions and services to large enterprise, small business and government customers.
About the role
NEC has a great opportunity available in our Service Enablement team for a person that has experience working as a Service Improvement Analyst or very similar.
In the role as Service Improvement Analyst, you will monitor and report on the quality of processes, procedures, data and information critical to the account to ensure effective service delivery to our customer.
Responsibilities include, (but not be limited to) the following:
- Analysis of all Service Levels and Key Performance Indicators across the account; including retrospective review of failures, and proactive monitoring of tickets to avoid failures and ensure compliance.
- Develop and deliver objective, accurate and quality-assured routine and ad-hoc reports to meet contractual obligations and service delivery requirements.
- Process quality assurance submissions, working closely with the Team Leader and Service Improvement Manager for dispute approvals.
- Review, moderate and process Knowledge Base Articles.
- Contribute to and assist in the continuous improvement of processes to help improve service delivery to the customer, and to increase the effectiveness of service provision within teams, including an Annual Review.
- Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified.
About You and What You'll Bring
To be successful in this role, you will have exceptional interpersonal, written and verbal communication skills, a strong eye for detail and be highly organised with a proactive approach.
Skills & Experience
- Minimum 2 years’ experience in the Information Technology customer service industry.
- An understanding of or have previously worked to service levels and key performance indicators is highly desirable.
- Experience in the proficient use of Microsoft Office products, particularly Excel for data analysis and reporting purposes.
- Knowledge of and/or experience working within an ITIL based environment.
- High level of initiative and self-motivation, with strong organisational and time management skills to effectively manage multiple, concurrent activities.
- Ability to effectively build relationships and work collaboratively at all levels of the business.
