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Field Services Analyst - VIC

Location: 

Melbourne, VIC, AU

About George Weston Foods

George Weston Foods makes some of Australia and New Zealand’s favourite and most innovative products! Chances are that one of our iconic brands is sitting on your table, packed in your lunchbox or resting in your pantry right now. Join the team and be part of one of our iconic brands like Tip Top®, Abbotts Village Bakery®, Burgen®, Golden®, DON®, KR Castlemaine® and Yumi’s®.

Key Responsibilities

Reporting to the ANZ Field Services Team Lead, the Field Services Analyst is responsible for providing onsite IT support and acting as the face of BTS‑IS across GWF sites. The role delivers a high‑quality digital workplace experience, improves end‑user productivity, and acts as a trusted advisor linking business operations with IT services. You will proactively identify recurring issues, drive site-level service improvements, and ensure optimal IT service health across locations.
 
  • Provide onsite IT support and deliver a high‑quality, fit‑for‑purpose digital workplace experience across sites
  • Deliver rapid and efficient resolution for escalated technical issues and maintain service quality standards
  • Act as a key customer touchpoint and trusted advisor between business operations and IT services
  • Proactively identify recurring issues, perform root cause analysis, and drive continuous service improvements
  • Manage incidents and service requests in line with SLA expectations, including Major Incident (P1–P2) support
  • Escalate issues appropriately and collaborate with internal teams, senior team members, and external vendors to resolve technical problems
  • Ensure adherence to BTS‑IS policies, procedures, and ITIL‑aligned practices, including knowledge base updates and documentation
  • Build and maintain strong stakeholder relationships across IS teams and business units, managing competing priorities effectively
  • Travel between multiple sites to provide onsite technical and operational support as required

About You

The ideal candidate will have:

 

  • Minimum 3 years’ experience in Desktop Support or Field Services roles
  • ITIL Foundation Certificate (or equivalent)
  • Strong functional IT expertise, including endpoint management (e.g. Intune, Autopilot) and Modern Workplace tools (M365, Teams, OneDrive)
  • Working knowledge of identity and access management (Azure AD / Entra) and hardware lifecycle management
  • Excellent stakeholder engagement, communication, and customer service skills with the ability to build relationships at all levels
  • Demonstrated ability to manage change, show resilience, and support others through evolving environments

How to Apply - BTS/Group

Sound like a good fit? Apply now.. We'd love to hear from you!

During the recruitment process you may be required to complete pre-employment screening tests which include a criminal record check.

At GWF we strive to create a place where everyone belongs, everyone is valued, and everyone has equal opportunity. We encourage applications from people of all ages, nationalities, abilities, and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability.

So we can get to know you in the best possible way, we're happy to adjust our recruitment process to support accessibility needs. Let us know your needs in providing a positive, barrier-free recruitment process via email to laura.armstrong@gwf.com.au.

Apply now »