Service Desk Analyst | Sydney

Job Description

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.

Operating across many growth markets, GWF is in a prime position to leverage its diverse range of businesses.  To extract maximum value, these ambitious plans require significant uplift in leadership and organisational capabilities, underpinned by a high-performance culture.

About the Role:

Reporting to the Service Desk Team Lead, the Service Desk Analyst delivers a single point of contact for GWF employees to access our technology services.  The Service Desk Analyst will 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.

The Service Desk provides 24/7 support to the business with the majority staffing during business hours and an after-hours service.  The Service Desk Analysts operate on a roster to cover the various time zones, take advantage of local teams and to cover on-call requirements. 

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

• Ensure service quality to end users is maintained at high levels, while developing and maintaining strong relationships with our varied client base.
• 1st level support and troubleshooting, focusing on first contact resolution
• 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
• Continually identify potential customer pain points and issues, and process improvement opportunities

Our Ideal candidate will have:

• Demonstrated Customer Service experience with a collaborative approach – seeking relevant information and demonstrating proactive problem solving skills
• Exceptional interpersonal and communication skills
• An ability to thrive in a fast-paced customer service environment
• Experience in a customer service environment with an interest in Information Services
• Willingness to providing IT support in a 24/7 operating environment – with availability to provide 24/7 on call support once every five weeks

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