Introduction At Indue, we are dedicated to embracing diversity, equity and inclusion in all forms. Guided by our values of "Go Far. Go Together," "Real Heart. Real Action," and "Open Mind. Open Doors," we are committed to fostering a workplace where every individual feels valued, respected, and empowered. We understand that our collective strength lies in our diverse perspectives and experiences, and by working together, we can achieve greater heights and drive impactful change across our communities. Join us and be part of a team that values your unique contributions and is dedicated to creating a positive, inclusive workplace. We provide a range of technology payment solutions, including market leading financial crime solutions, New Payments Platform, mobile payments and card programs in a B2B market. Visit our website at www.indue.com.au for more information. What We Offer Work-life Balance: Flexible working arrangements, ability to work from home and meeting free Fridays. Career development: Learning & Development programs, study assistance, internal movements and secondment opportunities. Reward & Recognition: Excellent recognition programs appreciating employee’s contributions, service anniversaries and Annual Awards. Culture: Collaborative and inclusive culture, approachable leadership team who provide monthly updates, and regular social celebrations. Wellness: Employee Assistance Program, discounted Health Insurance and ability to purchase additional leave. Description About the Role Responsibilities for the role include: Lead operational activities for service desk resources for effective and timely resolution of tickets in accordance with SLAs. Timely communication with clients, and be a key point of contact for clients, customers, employees. Oversee Service Request Management including Service Request Ticket Lifecycles and the service catalogue. Define, measure and monitor performance in relation to SLAs and provide necessary reports to internal and external stakeholders. Execute of team recruitment, resourcing, development and engagement within corporate framework. Comply with SLAs, legislative and industry regulatory requirements. Negotiate and facilitate mutually beneficial outcomes for Indue and Clients. Produce regular and ad hoc reporting and analysis. Resolve escalated staff or client issues (to a low complex level). Provide effort estimation and participate in operational readiness activities for Projects. About You You will have all or majority of the following skills and attributes: Minimum of 5 years of experience in IT service desk management or a similar role Proven experience in a customer service or help desk environment providing high quality support for both internal and external stakeholders. Excellent customer service skills and a demonstrated commitment and ability to drive and deliver a high standard of customer focus and service. Demonstrated ability to lead, develop and engage a diverse team. Proven aptitude for analysing and resolving technical and operational problems. Maintain a result driven attitude and strong service acumen. Experience in IT service management (ITSM) tools and software and ability to develop procedures and work instructions for team members to follow. Excellent people skills and ability to work productively with other staff and as part of a team. Knowledge of ITIL v4 Service Desk, Request Fulfillment and Incident Management. Preferred Position Requirements 3 years’ experience working in the financial or payments industry. Knowledge and understanding of Payment system and product transactions, systems and technical operations. Tertiary qualifications in a related discipline (i.e. Business or Technical). Sounds like you? Use the 'Apply' button to create your profile and submit your Cover Letter and Resume, demonstrating your relevant experience for the role. No agency enquiries - only direct candidates with full working rights in Australia will be considered. Candidates may be requested to complete a criminal history check and other relevant background checks as part of our recruitment process.
