Energy Systems Support Specialist

4 days ago


Perth, Western Australia Australian Energy Market Operator Full time

About the Role

We are seeking an experienced Service Centre Analyst to join our Digital Service Centre team at the Australian Energy Market Operator (AEMO) in Perth. As a key contact point, you will be responsible for providing primary technical support and assistance to industry participants with their enquiries about AEMO's IT systems and services.

This is a permanent full-time position based in Perth, offering a competitive salary package estimated at around $90,000 - $110,000 per annum, depending on experience. Our comprehensive benefits package includes flexible working options, professional development opportunities, and a wellness program.

Key Responsibilities

  • Act as the routine contact point for industry participants, 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.
  • Attend onsite meetings and training sessions as required.
  • Gather information to enable incident resolution and allocate incidents as appropriate.
  • Provide first-line investigation and gather information to enable incident resolution and advise relevant staff and stakeholders of actions taken.

Requirements

To succeed in this role, you will require:

  • Demonstrated ability in a Customer Service or Service Desk role.
  • 2+ years' experience in the energy industry or related businesses.
  • 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 while providing technical support.
  • Demonstrated experience of the ITIL framework and Service Management methodologies.
  • Demonstrated experience supporting Microsoft Operating Systems, Office 365, and collaboration tools.

Australian Energy Market Operator

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.



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