End User Support Analyst

Division: Digital

Department: Customer & Digital Services

Reference number: 12780

Engagement type: Permanent

AEMO at the Heart of Energy
AEMO is Australia's independent energy system and market operator and system planner. AEMO's purpose is to ensure safe, reliable and affordable energy today, and enable the energy transition for the benefit of all Australians. Australian governments are now committed to a net zero economy for Australia by 2050 and our vision is to enable this. 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 transition in the energy sector.

About The Role
The Customer Engagement & Services (CE&S) Division is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division.

The purpose of the Digital End User Support Analyst is to be responsible for delivering a high-quality Digital end-user experience. You will be responsible for delivering onsite high quality end-user (Tier 2) IT support for hardware (PC, Laptop, Printers) and software.

What You Will Be Doing

• Deliver onsite high quality end-user (Tier 2) IT support for hardware (PC, Laptop, Printers) and software Monday to Friday
• Deliver a customer focused approach
• Provide onsite support for AV systems in meeting rooms
• Provide VIP support to the Executive
• Contribute to the growth and effectiveness of Australian Energy Markets and Grids by enabling technology to be used innovatively
• and to business advantage
• Ensure AEMO is viewed as competent and professional in its use of technology
• Working collaboratively across the AEMO business and the Digital division, provide and champion best practice processes in relation to end-user IT and service operations functions
• Ensure compliance to all key SLAs and KPIs by providing timely and excellent response and service
• Contribute to effective communication and coordination of problem-solving efforts between Digital teams, AEMO end-users and external stakeholders.
• Collaborate with other Digital teams to ensure consistency of end user service delivery, adherence to standard practices, and contribution to continuous improvement
• Provide an excellent service experience, foster a customer centric environment and approach

What You Will Bring To The Role

• Demonstrated expertise in End User IT support, including troubleshooting Windows OS, Office 365, VPN connectivity, and hardware issues across desktops, laptops, and mobile devices.
• Strong background in IT Service Management (ITSM) practices, with proficiency in ticketing systems like ServiceNow and adherence to ITIL processes for incident, problem, and change management.
• Confident in managing complex technical escalations, prioritizing competing service requests, and coordinating with Level 3 teams and vendors to ensure timely resolution.
• Broad technical exposure across Active Directory, Group Policy, SCCM, Microsoft 365, and network fundamentals, enabling efficient diagnosis and resolution of cross-domain issues.
• Proactive in identifying and mitigating operational risks, including patch compliance, endpoint security gaps, and backup failures, with a focus on maintaining system integrity and uptime.
• Experienced in documenting technical procedures, creating knowledge base articles, and contributing to continuous improvement of support workflows

Education/ Certificates

• Tertiary and/or post graduate qualifications in an appropriate technology discipline.
• Certification or working knowledge of ITIL v4 is desirable

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.
• Reward your hard work with annual performance bonuses (subject to eligibility).
• Embrace a healthier you with our wellness program, discounted health insurance, gym perks and our comprehensive Employee Assistance Program (EAP).

About Our Process
At AEMO we are committed to creating a diverse and inclusive workforce. We welcome people of all backgrounds, including people with disabilities and neurodivergence and those who identify as Aboriginal and/or Torres Strait Islander. If you have any accessibility requireme nt s to support you during the application or interview process, simply let us know by emailing us a t