Department : Digital

Division: Customer & Digital Services

Reference number: 12214

This is a Permanent Full-Time position based in Melbourne/Sydney.

AEMO at the Heart of Energy

We are the Australian Energy Market Operator (AEMO), committed to designing and operating a sustainable energy system that delivers safe, reliable, and affordable electricity and gas. Our mission includes facilitating the transition to a net-zero energy system by 2050, working collaboratively with industry partners to achieve 100% renewable generation capability by 2025. We have the once-in-a-lifetime opportunity to co-design the future of our energy systems, and our core values revolve around Character, Commitment, and Connection.

Join us, as we contribute to this significant mission in the energy sector!

About The Team & The Position

The Digital Customer Services team is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division, providing Service Desk support to internal and external customers, including End User IT Support for internal customers.

Working within the Digital Service Centre team, the Service Centre Analyst will be the main point of contact for Industry Participants to be provided primary technical support with AEMO's IT systems and the services AEMO provides in a professional, timely and effective manner, and with a consistent and high level of customer service.

Position Responsibilities

• Acts as the routine contact point, receiving and handling requests for support with a focus on customer and service experience.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Assists with the development of standards, applying the standards to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
• Monitor core contact centre service delivery channels and collect performance data.
• Follows agreed procedures to identify, register and categorise incidents.
• Gathers information to enable incident resolution and allocates incidents as appropriate.
• Provides first line investigation and gathers information to enable incident resolution and allocate incidents, advising relevant staff and stakeholders of actions taken.
• Works collaboratively across the Digital division maintaining Incident and Request Management best practices.
  
  
  

Position Requirements

Skills & Experience:

• Demonstrated experience in a Customer Service or Service Desk role.
• Knowledge of Incident and Service Request Management, tools and processes.
• Excellent written and verbal communication skills, including an outstanding telephone manner.
• Excellent organisational and problem-solving skills whilst providing technical support is mandatory.
• Ability to build relationships with stakeholders at all levels.
  
  
  

Education/ Professional Certifications

• Tertiary qualifications in an appropriate customer service and/or technology discipline ideal.
  
  
  

Benefits

In return some of our benefits to you

• Flexible working: work from home, part time, job share, hybrid options, and additional leave options
• Professional development via projects, industry networks, job rotation, study assistance and more.
• Give back with up to 4 days of volunteering leave per year.
• Embrace a healthier you with our wellness program, discounted health insurance, gym perks and our comprehensive Employee Assistance Program (EAP).
  
  
  

About Our Process

AEMO values diversity and inclusivity in the workplace, welcoming applications from all backgrounds without regard to age, disability, gender, sexual orientation, parental status, race, or religion.

If you would like to know more about working at AEMO , please check out our careers page for more information.

For more information on the Australian Energy Market Operator (AEMO) please refer to www.aemo.com.au or visit one of our social media channels below.