Service Improvement Analyst

You're highly organised, proactive, and known for your attention to detail — with the communication skills to match. You'll bring:

Minimum 2 years' experience in the IT customer service industry

A solid understanding of Customer Service principles, with relevant training or experience

Strong Quality Assurance methodology, process and procedure knowledge

A solid grasp of ITIL and the importance of process adherence and improvement

Experience working to (or understanding) service levels

Proficiency in Microsoft Excel for reporting purposes

Excellent organisational and time management skills, with the ability to prioritise multiple tasks

Strong active listening, questioning and communication skills — written and verbal

A high level of personal accountability

The ability to build relationships at all levels, internally and externally

Strong multitasking skills, with a clear understanding of priorities, dependencies and risk

Adaptability and a flexible approach to changing needs

Initiative, self-motivation and the ability to work autonomously to deadlines

✅ Bonus & Wellness Days (after qualifying period) ✅ 14 weeks paid parental leave ✅ Up to 4 paid volunteer days per year ✅ Employee Assistance Program (EAP) ✅ Career development and certification support ✅ Discounts on health insurance, travel, entertainment and more ✅ Salary packaging options available