IT Service Desk Analyst

PFD Food Services Pty Ltd; City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Staff discounts

Health insurance

Banking benefits

Discounted accommodation

Job summary

PFD Food Services Pty Ltd is seeking an IT Service Desk Analyst to be the first point of contact for staff needing technical support. The role is onsite in a hybrid model with rosters including on-call rotations after probation.

You will help drive improvements in how support is delivered and shape the Service Desk’s evolving projects, while supporting staff across the business. A hands-on, team-focused environment awaits.

Qualifications

• 1+ years’ experience in a first-level IT support environment or equivalent customer service with IT exposure.
• Strong IT fundamentals with the ability to troubleshoot basic issues.
• Clear, professional communication and strong documentation habits.
• Experience with Microsoft stack (Windows 10/11, Office 365, Outlook, Exchange, SharePoint, OneDrive).
• Exposure to Salesforce (admin, incident handling, or ticketing workflows) is a bonus.

Responsibilities

• Act as the first point of contact for IT support requests, logging and triaging tickets through the service desk system.
• Provide first-level troubleshooting and resolution for local and remote staff.
• Escalate issues where required, ensuring SLA compliance and smooth handovers to other IT teams.
• Document interactions, processes, and resolutions to build a knowledge library.
• Support process improvement and automation initiatives to enhance Service Desk operations.
• Collaborate with teammates and contribute to a positive, customer-focused support culture.

Skills

IT support

Microsoft stack

Salesforce exposure

ITIL knowledge

Jira Service Desk

End-user hardware

Networking basics

Tools

Jira Service Desk

Job description

• Play a key role in supporting the Australian economy.
• Discounted food, travel, entertainment, gym membership, staff parking and, + more.
• Based in Mulgrave | Hybrid | On-call and shift rotating roster.

Company

For 81 years, we've achieved success through our ability to innovate, placing a clear emphasis on how we best serve our customers’ needs. As demand continues to grow, we have expanded rapidly, now delivering a superior range of dry goods, frozen and chilled products, fresh seafood and meat, confectionery, paper products, and cleaning solutions.

In recent years, we’ve seen significant growth and invested in our systems and processes, building a close partnership with Woolworths Group that has continued to deliver high-quality service for our customers and suppliers.

In 2024, Woolworths moved to a 100% interest in the PFD business, bringing PFD exciting opportunities as a strategic part of the Group. Sharing expertise across both teams will ensure our continued success and drive further growth and unlock our collective potential.

About this Position

As an IT Service Desk Analyst, you’ll be the first point of contact for staff needing technical support. From resolving day-to-day issues to helping drive improvements in how we deliver support, this is a hands-on role where no two days are the same. You’ll work onsite in a close-knit team, covering staggered shifts between 6am and 7pm, with opportunities to step into on-call rotations after probation.

This is a great time to join - The Service Desk is evolving, with projects underway to automate, streamline, and enhance the way we work. You’ll play an active role in shaping that journey while supporting the people who make our business thrive.

At PFD Foods, we bring people together through food and you’ll be part of the team that ensures our technology runs smoothly so we can deliver on that purpose.

Key Responsibilities

• Act as the first point of contact for IT support requests, logging and triaging tickets through the service desk system.
• Provide first-level troubleshooting and resolution for local and remote staff.
• Escalate issues where required, ensuring SLA compliance and smooth handovers to other IT teams.
• Document interactions, processes, and resolutions to build and maintain a library of knowledge articles.
• Support process improvement and automation initiatives to enhance Service Desk operations.
• Collaborate with your teammates and contribute to a positive, customer-focused support culture.

What We’re Looking For

To thrive in this role, you will bring:

• Minimum 1+ years’ experience in a first-level IT support environment (or a customer service role with IT exposure).
• Strong IT fundamentals with the ability to confidently troubleshoot basic issues
• Clear and professional communication skills, with strong documentation habits.
• Solid experience with the Microsoft stack (Windows 10/11, Office 365, Outlook, Exchange, SharePoint, OneDrive).
• Exposure to or experience supporting Salesforce (user administration, incident handling, or ticketing workflows) is a bonus but not essential

Nice to Have

• ITIL knowledge or certification.
• Experience using Jira Service Desk or similar ticketing systems.
• Supporting knowledge of end-user computing hardware (laptops, desktops, mobile devices, printers).
• Understanding of basic networking (TCP/IP, DHCP, DNS, IP addressing, subnets).
• Relevant tertiary qualifications or vendor certifications (Microsoft certifications highly regarded).

What PFD is Offering the Successful Candidate

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

Culture & Values

• Customer Focus: Know your external and internal customers. Gain and preserve their confidence because we can only be successful if our customers are successful.
• Respect: Treat people at work and in the community as they would like to be treated. Act safely, responsibly, and ethically.
• Passion: Share the passion of making us a successful and dynamic company. Let’s celebrate successes.
• Simplicity: Let’s minimise the complications of doing business so customer services are on time, accurate and reliable. Share ideas to improve our company.
• Leadership: All of us can be leaders in our day to day working lives. Bring out the best in yourself and the people around you. Do what you say you are going to do.

Applications close Monday, 26 October 2026 at 12:00 pm (AEST). Early applications are encouraged, as hiring managers may begin shortlisting candidates before the closing date. Only shortlisted candidates will be contacted. All applications will be treated confidentially.

As part of our recruitment process, do you consent to undergoing employment checks? These may include a medical assessment (which may involve drug and alcohol testing), a National Police History Check, a Working With Children/Vulnerable Groups Check, and a Licence Validation/Demerit Point Check.

PFD Food Services is committed to being an Equal Employment Opportunity employer.