AJ Technology Services is an information technology, security and communications company that services the whole of the Northern Territory, western Queensland and Timor Leste for over 20 years from our offices in Darwin, Toowoomba and Dili.

We are currently seeking an experienced Service Improvement Analyst for an immediate start. An attractive work package will be offered to the successful applicant with above-average salary and career advancement opportunities.

The Service Improvement Analyst is responsible for the preparation of contractual reports as well as compliance and quality assurance reviews.

The position's duties include:

• Analysis of all Service Levels and Key Performance Indicators across the account; including retrospective review of failures.

• Proactive monitoring of ticket handling and effective communication with technicians and engineers to ensure process compliance.

• Monitoring and review of tickets considered to be aged.

• Review of Customer Satisfaction Survey results, investigation and contact with end-users to discuss concerns around Service Delivery.

• Management of QA across the account, review, trend and feedback of submissions and liaison with OSPs in respect to issues across Service Providers.

• Manage the preparation of regular reporting and service waiver requests.

What we’re looking for:

• High attention to detail and consistent with process.

• Very good IT knowledge/understanding and experience in a process-driven customer service environment.

• Experience of reviewing incident and service request records to identify if correct processes have been followed.

• Working under pressure completing multiple priority tasks at the same time.

• Effective organisational skills to support complex technical requirements and provide quality service.

• A team player who is a good team communicator, especially with service users over the telephone.

• A naturally enthusiastic person who builds positive working relationships.

What we offer:

We offer attractive wages and conditions (dependent on skill and experience), a friendly working environment and the ability to expand your skill set. This position is dynamic servicing a large range of clients throughout the Northern Territory.

Please email us your resume and introductory letter to job•@ajts.com.au.

Our company supports equal opportunities and Indigenous persons are encouraged to apply.