Service Desk Analyst

Bakers Delight Hr Hub; Melbourne; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work policy

Reward and bonus structure

Corporate casual dress environment

Professional development opportunities

Health and wellness activities

Novated Lease options

Job summary

Bakers Delight in Camberwell is seeking a Service Desk Analyst to provide first and second line IT support to bakery network and corporate teams. Based at the Camberwell Support Office, you will deliver friendly, effective assistance by phone and email.

You’ll troubleshoot hardware, software and retail systems, update knowledge base, and work a rotating Monday to Friday roster with some weekend and after-hours on-call obligations.

Qualifications

• Qualifications in Business Information Systems or equivalent experience.
• Experience providing 1st and 2nd level technical support.
• Strong communication, calm under pressure.
• Experience in retail or hospitality environments advantageous.
• Familiarity with ITIL and ticketing systems.
• Exposure to retail IT systems (POS, networks) is a bonus.

Responsibilities

• Deliver 1st and 2nd level support via phone and email.
• Troubleshoot software, hardware, networks and retail systems.
• Maintain knowledge base and Service Desk docs.
• Work rotating roster with after-hours on-call.
• Collaborate with vendors and internal teams on projects.

Skills

Customer service

Communication

Problem solving

Retail IT

Education

Business Information Systems or equivalent

Tools

ITIL

ServiceNow

POS systems

Networking basics

Job description

Job Description

Introduction

At Bakers Delight our vision is to be the most loved bakery in every community. We've built our business through commitment to the quality of our product, the development of our people and by providing a delightful experience to all of our customers.

Description

The Opportunity

Bakers Delight’s Technology team is searching for a highly capable Service Desk Analyst who delivers exceptional customer service and thrives in a fast paced environment. Based at our Camberwell Support Office and reporting to the Service Desk Team Lead, this role provides critical first and second level support across our bakery network and corporate teams.

You’ll be the calm, trusted voice our franchisees and staff rely on - listening carefully, communicating clearly, and resolving technical issues with confidence and care.

This is a full time, 12 month maximum term position within a close knit, well regarded Service Desk team.

What You’ll Be Doing

• Delivering seamless technical support to bakery and corporate users via phone and email, ensuring clear communication and timely updates.


• Providing 1st and 2nd level troubleshooting across software, hardware, network and retail systems.


• Offering an outstanding customer service experience with a reassuring, solutions focused approach.


• Creating, updating and maintaining knowledge base articles and Service Desk documentation.


• Working within a rotating roster (Monday to Friday), with some weekend and after hours on call support.


• Collaborating with external vendors and internal stakeholders to implement changes and support key projects.

Let’s hear about you!

• Qualifications in Business Information Systems or equivalent experience (highly regarded).


• Demonstrated experience providing 1st and 2nd level technical support in a service desk or customer support environment.


• Strong, empathetic communication skills with the ability to stay calm, patient and professional, especially under pressure.


• Experience in retail, hospitality, or high volume customer service environments (advantageous).


• Solid capability in diagnosing and resolving technical issues across hardware, software and networks.


• Familiarity with ITIL service management frameworks.


• Experience with ServiceNow or similar ticketing systems.


• Exposure to retail IT systems (POS, networks, store technology) is a bonus.

Why You Will Succeed Here

You enjoy helping people, solving problems and ensuring every interaction is positive - even when the situation is challenging. Your ability to work quickly, accurately and collaboratively supports our bakeries and corporate teams to keep doing what they do best.

If you’re someone with great technical aptitude, excellent communication skills and a genuine desire to support others, we’d love to hear from you.


Why Bakers Delight?

You’ll love being part of the Bakers Delight family!! As well as the opportunity to work for a leading and successful international food retailer and well-respected franchisor with bakeries in over 500 locations across Australia, Canada and the USA, Bakers Delight offers a professional, fun and friendly working environment in newly renovated offices.

You’ll also have access to a range of benefits and programs that aim to support, reward and inspire:

• Hybrid work policy.


• Reward and bonus structure.


• Corporate casual dress environment.


• Professional development opportunities.


• Health and wellness activities.


• Novated Lease options.

If you have what it takes and are “bready” for your next challenge - apply today!

Please, no recruitment agencies at this stage.