IT Service Desk Analyst

**Based in Knoxfield**:

- **Full time permanent position - 3 shift patterns commencing at either 6am, 8am or 12 noon**:

- **Rotating on call roster (attracts weekly allowance)**

PFD Food Services began life in 1943 amid the noise and chaos of the Melbourne Fish Markets. Expanding rapidly to meet the demand of an ever growing customer base, we are Australia’s largest family operated Foodservice company with over 800 company owned trucks and customer service focused drivers making daily deliveries.

With an extensive range of fresh meat and seafood, together with frozen products, drygoods, paper products and cleaning solutions for the Foodservice Industry, PFD has proven their unwavering commitment to their customers and are considered a source of innovation, a provider of insight, a solver of problems. In 2021 PFD formed a partnership with another proud Australian company, Woolworths Group.

**The Role**

Provide a single point of contact (SPOC) between the organisation, its employees, customer’s, business partners and related stake holders.

**Key Responsibilities**
- Provide 1st level onsite support for local and remote team members electronically, in person or via phone;
- Participation in on-call rotation;
- Provide end user support & troubleshooting to meet defined First Call Resolution (FCR) targets;
- Log all service desk interactions and document issue resolution using the IT Service Desk Management Tool;
- Monitor, triage, prioritise and escalate issues to meet/exceed Service Level Agreements (SLAs);
- Escalate major incidents, initiate Incident Bridge(s), and provide ongoing end-user notification;
- Document and record work instructions in the IT knowledge database to support knowledge sharing with other team members;
- User administration including adding, changing and deleting user accounts;
- Respond to security incidents, action as per approved playbooks and escalate to 2nd / 3rd level where appropriate;
- Utilise and comply with all relevant ITIL processes including but not limited to Incident, Service Request Fulfilment, Asset and Configuration Management;
- Assist with educating team members of the correct usage and request types in the service desk portal to reduce future Service Desk phone call volumes.

**Key Competencies, Skills and Qualifications**
- 1+ years’ experience working in a customer service focused role or any other IT related role;
- Working knowledge of ITIL principles and processes;
- Demonstrated supporting knowledge of End User Compute hardware including laptops, desktops, mobile devices, & printers;
- Sound understanding of Windows 10/11, Office 365, Outlook, Exchange, SharePoint & OneDrive;
- Knowledge of basic networking such as TCP/IP, DHCP, DNS, and IP addressing / subnets, required to support basic desktop troubleshooting;
- Tertiary qualification to Certificate Level III or higher, or a related industry/vendor qualification;
- Microsoft certifications (highly regarded);
- ITIL Foundation Certificate (highly regarded);
- Jira Service Desk experience (highly regarded);
- Previous experiencing in a Level 1 helpdesk (highly regarded).

We are offering competitive remuneration, superannuation and other staff benefits (such as discounts on staff purchases, discounted accommodation, health insurance and banking).

As part of our recruitment process, do you agree to undertake employment checks? These checks may include a medical assessment (including a drug and alcohol test), National Police History Check, Working With Children/Vulnerable Groups Check, Licence Validation/Demerit Point Check.
- Please note: We do not accept unsolicited CV's from Recruitment agencies / third parties and we will not be liable or responsible for any fees or costs associated with unsolicited CV's sent directly to Line Managers._

**PFD Food Services is an Equal Employment Opportunity employer