Operations Centre Analyst

About AARNet

Australia's Academic and Research Network (AARNet) was established in 1989 and is widely regarded as the founder of the Internet in Australia and renowned as the architect, builder and operator of world-class network infrastructure for research and education.

As Australia's National Research and Education Network (NREN). We connect over one million users — researchers, faculty, staff, students, hospitals, vocational training providers, schools and museums — across Australia.

We are an organisation of innovators, doers, and courageous thinkers.We don't settle for the status quo; instead, we anticipate the future needs of our customers and build solutions today.If you share our imagination, foresight, and drive to shape the future, why not come and join us?

RolePurpose

The Operations Centre Analyst is responsible for supporting AARNet's infrastructure, network, and systems, being the primary point of contact for customers, partners, and suppliers. Daily tasks include triaging and categorising incidents, changes, problems, and service requests, whilst collaborating with AARNet team members and customers.

The successful candidate will provide strong communication and customer service skills, willingness to learn on the job, open to working within a supportive team and have a committed approach to keeping record of events.

The Operations Centre Analysts role works in a flexible five-day rotating shift roster, 24 hours a day, 7 days a week.

Key Accountabilities

At AARNet, all employees are accountable for:

• Actively promoting safe work practices in the workplace during all activities consistent with AARNet's policies and comply with all WH&S legislation, policies and procedures.
• Actively contributes to a safe and supportive working environment that is inclusive of all staff through celebrating their nationality, cultural background, LGBTI status, abilities, gender and age.

In this role, your main responsibilities are:

Service Management

• Triage and manage incoming requests related to application, network, and product services.
• Monitor AARNet infrastructure, network and systems using the provided solutions.
• Initiate basic troubleshooting for all logged events, via the ticket system.
• Manage communications from customers, partners, suppliers, team members and internal systems.
• Assist AARNet team members with application, network and product related problems when required.
• Connect with partners and suppliers regarding the progress of any events, services, and maintenance.
• Manage and crosscheck any maintenance events that are scheduled.
• Ensure service levels agreements are maintained within timeframes.
• Escalate incidents, problems, service requests and changes as required.
• Ability to identify and prioritise urgent tasks to meet customer needs.

Documentation & Knowledge

• Assist with the development and maintenance of processes and procedure documentation.
• Document all interactions with customers, partners, suppliers and AARNet team members.
• Excellent oral and written communication skills.

About you in the role

You will celebrate diversity, inclusion, belonging and welcome all people regardless of lifestyle choices, ethnicity, faith, sexual orientation or gender identity.

Your directorate: Operations

You'll report to: Technical Support Lead

Your expertise, experience & qualifications

• At least 2 years' experience in a Service Desk or NOC environment, or an equivalent combination of relevant experience and training
• Understanding of network switching, routing and transmission technologies
• Experience in incident, service catalogue, knowledge management, change, and problem management
• Must be able to work collaboratively across physical locations
• Demonstrated problem solving and troubleshooting skills
• Experience working with ITSM solutions
• Excellent written, oral and interpersonal communication skills are required

Even better

Although not essential to the role, it would be even better if you had any of the following experience/skills:

• A desire to learn new skills and technologies.
• Professionally respond to and work collaboratively with customers and colleagues with a focus on customer service.
• Ability to handle and perform in stressful situations
• Work independently, be self-motivated and able to prioritise tasks
• Knowledge and understanding of SLA requirements.

Benefits at AARNet

AARNet is committed to diversity and providing equal opportunity to all. We're a great place to work if you want to make a difference.

AARNet provides a host of other benefits in line with our HR policies which include:

• Competitive remuneration;
• 17% superannuation;
• Flexible work options including a hybrid work model;
• Focus on wellbeing – year-round initiatives and social engagement activities;
• Ethical Leadership: A sector leader in cyber security, social responsibility, and equal opportunity;
• Options to purchase additional Annual Leave;
• 2 days paid Women's Wellness Leave per month;
• 24 weeks paid Parental Leave – Primary Carer;
• Welcome back to AARNet superannuation payment – on unpaid Parental Leave for Primary Carer;
• 4 weeks paid Birth Trauma Leave;
• 24 weeks paid - Adoption Leave;
• 16 weeks paid Parental Leave – Secondary Carer;
• 5 days paid – First Nations Cultural Leave;
• 2 days paid Family Wedding Leave;
• 24 weeks paid – Foster Carer Leave;
• 5 days paid – Fertility Leave;
• 8 weeks paid – Gender Affirmation Leave;
• Strong Equal Opportunity focus;
• Modern office environment: Hotdesking system and new facilities;
• Support your success: A culture and company structure that allows your career to grow with access to leading edge technologies;
• An opportunity to give back to the academic and research sector.

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