Service Desk & Operations Officer

Data Action (DA) has over 30 years’ experience as a specialist software and services provider to the alternate banking and financial services industry. DA has evolved to become a provider of core banking and digital platforms and services to some of Australia’s leading customer-owned, challenger banks, aggregators, and the financial services industry, aligned with our purpose – powering innovation in banking.

At DA we pride ourselves on our highly collaborative, supportive and positive work culture, which is reflected in our values:

• No goldfish - Go beyond your bowl, share knowledge, stay curious and keep learning.

• Fail forward - Learn from mistakes and keep moving forward.

• Cheer loudly - Be proud of the team’s results and celebrate successes.

• Own it - Throw yourself in and own your work, taking responsibility until the end.

• Think client - Put yourself in our client's shoes – consider the impact for their customers and deliver.

About the Role:

The 24/7 Service Desk & Operations team within DA is the central communications point for clients, vendors and staff who require ICT support and services. The Service Desk & Operations Officer is a primary point of contact for management of system events, incidents, service requests and customer enquiries, while providing a timely professional response to these activities.

The Service Desk Operations Officer assists with major incident communications, escalations, management of ticket information and use of Service Management toolset. The standard hours for the role are 225 hours per 6-week cycle with penalty rates applied.

You will be responsible for:

• Providing 1st level support to clients, vendors, and DA staff.

• Providing afterhours monitoring and batch processing support for DA’s 24/7 operational environments on a cyclical roster.

• Leveraging various tools to identify outages, analyse trends & investigate alerts.

• Adhering to the relevant Service Management policy, process, and procedures (e.g. providing timely response to all incidents, outages and performance alerts)

• Adhering to the procedures and work instructions on the Operations Wiki site (e.g. ensuring that event monitoring is conducted in line with appropriate treatment plans).

To be successful in this role, you must be able to demonstrate:

• Experience working on an IT Service Desk and/or 24/7 Operations Centre.

• ITIL Foundations qualifications or equivalent experience.

• Strong customer service focus with the ability to empathise and prioritise.

• Strong communication, problem solving skills, and attention to detail.

DA offers exciting opportunities for professional development, and we have a strong focus on career progression for our employees. Flexible and supportive working arrangements are encouraged.

If this sounds like you, we’d love to hear from you. Please be sure to combine a covering letter addressing the key criteria set out above as the first page of your resume.

To be considered for this role you will need to be an Australian Citizen, Permanent Resident, or have a current visa that permits you to work in Australia.

Screening questions are sent via Employment Hero after submitting your application. This additional information is appreciated.