Senior IT Service Desk Analyst

3 weeks ago

South Brisbane, Australia Lactalis Full time
  • Global FMCG business
  • Dynamic work scope that allows room to grow and apply improvements
  • Collaborative and supportive work environment

Our Story

At Lactalis, we are true to our purpose: we are a family business offering healthy and delicious dairy products that bring people together. And, we just happen to be the worldwide leader in what we do.  We are passionate, ambitious with a desire to learn and grow.

Our Purpose

At the heart of our Australian business we have over 2,500 passionate employees, working closely with our farmers, customers and consumers to produce the finest dairy products in the country. Pillar brands such as Paul’s, OAK, Ice Break, Vaalia, Tamar Valley Dairy, Jalna, and President provide Lactalis Australia with a deep national footprint for growth and prosperity.  Our brands bring pride to our employees, and we continue to innovate with new products.

Our opportunity

Due to a recent internal promotion within our IT team, we're seeking a Senior IT Service Delivery Analyst based in our Brisbane Head Office (South Brisbane). This role will report to the End User Services Manager and plays a crucial role in ensuring the efficient delivery of IT services within Lactalis Australia.

By managing incidents, problems, and changes, the Senior IT Service Delivery Analyst monitors performance and engages with stakeholders to uphold high service quality and reliability. This role is vital in supporting business operations and fostering continuous improvement in IT service management processes, thereby advancing the organization's overall success and technological progress.

Key Responsibilities:

  • Provide high quality level 1 and 2 service and support to our internal and external customers, ensuring all contact is appropriately and accurately logged and request and incidents are professionally managed / resolved to a high standard.
  • Ensure all Service Levels set are met.
  • Ensure high quality customer experience and communication are delivered.
  • Ensure all users know the current status of their individual request or incident.
  • Ensure all actions and communications are keep current by logging accurate entries of work and communication with resolution and contact details via a call logging management system.
  • Monitoring phone and ticket queues to avert potential escalation of problems or breaches of SLA’s.
  • Manage major incidents with effective communication and structured resolution steps.
  • Liaise with 3rd level support regarding escalated issues and potential problems regarding the progress of their action on assigned problems.
  • Actively contribute and update Solutions database, work instructions, end user guides and end user training.
  • Actively maintain our IT Service Management software (ITSM) including but not limited to, enhancements of workflows and forms and other administrative processes.
  • Follow agreed procedures; respond to requests for assistance by providing information to enable users to resolve their problems.
  • Provide the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
  • Provide an effective interface between users and service providers supplying all necessary diagnostic information according to procedures. Liaise effectively with Suppliers.
  • Participate in ongoing team improvement programs and training.
  • Provide an On Call service on a roster rotation outside business hours to cover 24x7 support for critical and urgent issues as identified in our On Call process.

And other tasks and duties as reasonably requested by your manager.

ABOUT YOU:

A successful candidate for this role is someone who can demonstrate a balance of positive, value-adding behavior and outstanding results, consistently meeting commitments to all stakeholders. This position is ideal for an applicant with:

  • At least 3 years of experience in the IT industry, specifically in IT service delivery or a technical role.
  • A strong understanding of IT Service Management (ITSM) software.
  • Practical and applied knowledge of ITIL (desirable).
  • Familiarity with web forms and BMC Helix is advantageous.
  • Relevant tertiary education, such as a Diploma in Information Technology, MCSA, MCSE, or an Information Technology Degree. Equivalent industry experience is also acceptable.
  • Strong problem-solving skills with an entrepreneurial mindset, showing innovation and initiative in addressing tasks and challenges.
  • Effective communication skills, ensuring clear and transparent communication fostering mutual understanding and trust.
  • Excellent relationship-building skills, ensuring accessible, respectful, and approachable interactions

WHAT WE OFFER:

As a global company, we provide an exciting career opportunity where you can make an immediate impact. We offer pathways for career advancement, a competitive salary package, and a team-oriented, fast-paced work environment dedicated to achieving success.

If you possess the ambition, determination, and skills to excel in this role, submit your application by selecting 'Apply' and following the designated prompts.

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