Service Desk Analyst - VIC

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

This role is a 6-month Max Term contract

The key focus of the role is to provide excellence in service to our internal customers first time, every time. We aim to resolve queries in an efficient timeframe whilst providing a positive customer service experience. This role is pivotal in providing first-level technical support to internal users, ensuring timely resolution of IT issues and contributing to the smooth operation of our service desk function.

On a day-to-day basis, you will: 

• Deliver first level support with occasional exposure to second level, troubleshooting, focusing on first contact resolution
• Act as a customer advocate, ensuring the customer is a key focus on IS service delivery
• Manage provisioning of client computing, mobility assets and other related technology (phones, headsets etc)
• Facilitating the rapid restoration of direct IT services to business users, including 3rd Party partner IT service restoration (Incident Management)
• Rapid escalation of issues/requests to relevant service management positions and/or working closely with support teams for issue resolution
• Closure of incidents and requests after satisfactory resolution with the customer in accordance with ITIL methodology
• Accountability for delivery of work queues and personal tickets 
• Maintain a safe and healthy work environment that does not tolerate unsafe behaviours or acts

About You

• Has a foundational understanding of IT systems and service desk operations.
• Demonstrates strong communication and problem-solving skills.
• Is customer-oriented with a collaborative mindset.
• Has experience working in a fast-paced environment.
• Is eager to learn and grow within a supportive team.
• Pays attention to detail and follows processes accurately.
• Has a proactive approach to resolving technical issues efficiently

How to Apply

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 phone on 0461 400 352 or email to laura.armstrong@gwf.com.au