Service Desk and 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. Operating nationally and servicing a broad client base including customer owned banks, credit unions, neobanks and financial services membership organisations, DA’s focus of supporting the financial wellbeing of Australians is echoed through 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.

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.

DA operates nationally with close to 300 staff based in Adelaide, Sydney, and Melbourne - enhancing the banking experience of more than 1.43 million Australians via its core banking and digital platforms, powering customer transactions across 3.2 million accounts every day.

**About the Role**:
The 24/7 Service Desk and Operations functions at DA are the central communications point for our customers, vendors and staff for ICT support and services. The Service Desk Operations Officer is the primary point of contact and management for System Events, Incidents, Service Requests and customer enquiries, 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. A key function of the role is to initiate, action and monitor scheduled daily/nightly operational tasks, such as batch processing and script execution. The standard hours for the role are 225 hours per 6-week cycle with penalty rates applying.

**You Will Be Responsible For**:

- Providing 1st level support to customers, vendors and DA staff.
- Providing afterhours monitoring and 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)
- Undertaking any other duties as are reasonably within the limits of the employee's skills, competence and training.

**What You'll Need to Succeed**:

- ITIL V3 Foundations qualifications or equivalent experience
- Relevant experience working on an IT Service desk and/or 24/7 operations centre is preferred but not essential
- ServiceNow experience is desirable but not essential
- A customer service focus, strong operational & problem solving skills, and strong verbal & written communication.

DA understands the importance of having quality people in our business and provides unique opportunities for the right people to become an integral part of our team. We offer avenues for professional development and career progression for committed individuals.

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.