Digital Service Centre Technical Support Specialist
2 weeks ago
Australian Energy Market Operator (AEMO) is a leader in 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.
Job DescriptionWe are seeking an experienced Digital Service Centre Technical Support Specialist to join our team. As a key member of the Digital Services Division, you will be responsible for providing primary technical support and assistance to Industry Participants regarding AEMO's IT systems and services.
In this role, you will act as the routine contact point, receiving and handling requests for support with a focus on customer and service experience. You will respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Additionally, you will assist with the development of standards, applying the standards to track, monitor, report, resolve or escalate issues.
You will also be responsible for monitoring core contact centre service delivery channels and collecting performance data. Onsite attendance may be required for up to 5 days a week depending on Digital Service Centre responsibilities at each site location, as well as for other internal/external duties with this requirement.
Responsibilities- Provide technical support to Industry Participants regarding AEMO's IT systems and services.
- Act as the routine contact point, receiving and handling requests for support with a focus on customer and service experience.
- Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
- Assist with the development of standards, applying the standards to track, monitor, report, resolve or escalate issues.
- Monitor core contact centre service delivery channels and collect performance data.
To be successful in this role, you will need:
- Demonstrated ability in a Customer Service or Service Desk role.
- 2+ years in the energy industry or related businesses is advantageous.
- 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.
- Demonstrated experience of the ITIL framework and Service Management methodologies.
- Demonstrated experience supporting Microsoft Operating Systems, Office 365, and collaboration tools.
- Ability to build relationships with stakeholders at all levels.
- Managing complexity and competing priorities.
The estimated salary for this role is $90,000 - $110,000 per annum, depending on experience. In addition to a competitive salary, we offer a range of benefits, including flexible working arrangements, professional development opportunities, and a comprehensive employee assistance program.
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