This is a Permanent Full-Time position based in Perth.
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 Customer Engagement & Services Division 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, and provision and coordination of key IT Service Management capabilities, including Incident, Problem, Change, Capacity, Performance, Availability and Continuity, Monitoring and Event Management, Service Design, Service Level and Catalogue Management, Software and Hardware Asset Management and Risk Management.
The team you will be part of works closely with AEMO's internal Service Desk team with some responsibilities overlapping Position Responsibilities This position deals primarily with AEMO's external customers, assisting them with their enquiries around AEMO's IT systems and the services we provide.
Strong customer service skills are paramount in this role and training provided for all the in-house systems you will be supporting.
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.
Onsite attendance may be required for up to 2 days a week depending on Digital Service Centre responsibilities at each site location, as well as for other internal/external duties with this requirement.
Some functions and capability requirements are also dependent on respective support being primarily internal or external facing.
Follows agreed procedures to identify, register and categorise incidents.
Provides first line investigation and gathers information to enable incident resolution and allocate incidents, advising relevant staff and stakeholders of actions taken.
Use application management software and tools to collect agreed performance statistics and carry out agreed application maintenance tasks.
Provide after-hours service support functions as rostered to AEMO Staff and Industry Participants.
Working collaboratively across the Digital division, including Architecture, Platform teams and Product teams, maintaining Incident and Request Management best practices.
Establish continual process service improvement governance and actions improvement opportunities.
Position Requirements Skills & Experience: Demonstrated ability in a similar role and 2+years' experience in a Customer Service or Service Desk role.
Good experience 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.
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Managing complexity and competing priorities.
Education/ professional Certifications: Tertiary and/or post graduate qualifications in an appropriate customer service and/or technology discipline.
ITIL4 Foundation ideal.
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 , please check out our careers page for more information.
