Service Desk Analyst 12 Month Maximum Term Contract

6 months ago

Sydney, Australia GWF Full time

GWF is one of Australia and New Zealand's largest food manufacturers employing around 6000 people across 60 sites. Our people are the heart of business and are led by our four key values; Safe, Courageous, Trusting and Collaborative. These values drive our distinctive culture, guiding our decisions and actions every day. GWF's product range is diverse and includes leading brands of breads, baked goods, smallgoods, flour, milled products and animal feed. GWF's five business units include: Tip Top, DON, MAURI, Jasol & Yumi's.

GWF is a wholly owned subsidiary of Associated British Foods plc (ABF), one of the world leading food companies. ABF operates in four categories: grocery; primary food agriculture; ingredients; and retail. ABF employs around 130,000 employees in 50 countries across the globe, with sales of £13.4bn.

**The Role**:
BTS-IS is accountable for all information-related services across the GWF business units (BU) and Group functions. The Service Desk Analyst reports directly to the Service Desk Team Lead and is responsible for providing remote/onsite IT support and being an advocate for BTS-IS across the GWF businesses. The key focus of the role is to provide excellent services to our internal customers whilst providing an indicative pulse on the health of GWF's IT services.

**On a day-to-day basis, you will**:

- Monitor and escalate all incidents and service requests in the Service Desk queue in a timely manner, exceeding agreed customer SLA's.
- Effectively handle client problems, queries, and complaints whilst providing rapid resolution service to customers with escalated technical issues, maintaining Service Desk “quality of service”.
- Close incidents after confirmation of satisfactory resolution with the customer in accordance with the BTS-IS processes and methodology, such as Root Cause captured and Knowledge-Base updated.
- Be a customer advocate and ensure the customer is the key focus on IS service delivery.

**About you**:

- Tertiary Qualifications in Business or Technology disciplines (or relevant industry experience)
- A minimum of 3 years Desktop Support/Service Desk experience
- ITIL Foundation Certificate is desired
- Excellent Customer Service skills
- A passion for building relationships, with strong written and oral communication skills to develop effective relationships with stakeholders at all levels of the organisation
- Highly self-motivated with an analytical outlook and strong problem-solving skills and the ability to exercise mature judgment
- Curious and creative by nature, demonstrating learning agility and resilience to quickly engage with change

**What's on offer at GWF**:
You'll join a supportive team where you can broaden your experience in a fast-paced environment. We offer a competitive remuneration package, flexible work environment, free product daily, company paid parental leave, income protection insurance through our default Super fund, discounted private health insurance, access to novated leasing and study assistance.

Our people are the heart of business and are led by our four key values; Safe, Courageous, Trusting and Collaborative. By supporting their ability to work effectively and providing them with the tools they need to succeed, we are ensuring that we are the kind of company where talented people of all backgrounds want to work. Across our organisation, we're creating a workplace where collaboration is important, courage is rewarded, trust is expected, and a strong safety mindset is the norm.

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