Service Desk Analyst

Goodman Fielder; Sydney; On-site; AUD 65,000 - 82,000; Full time

Job summary

Goodman Fielder is seeking a Service Desk Analyst to be the first point of contact for IT support. You’ll resolve or escalate issues across phone, email, chat, and our ITSM system, ensuring timely responses and adherence to SLAs.

Ideal candidates bring reliability, a solutions-focused mindset, and excellent communication to deliver a positive user experience. Prior Service Desk experience is a plus, with familiarity of AD and Office 365 considered a bonus.

Qualifications

• Reliability and punctuality are essential to meet IT service SLAs.
• Solutions-focused mindset with strong problem-solving skills.
• Outstanding communication to deliver a positive user experience.
• Passion for IT and desire to learn and grow in the field.
• Previous IT Service Desk experience is preferred but not required.
• Familiarity with Active Directory, Office 365 and ITIL concepts is a bonus.

Responsibilities

• Provide IT support via phone, email, chat, or ITSM platform.
• Log interactions accurately and resolve or escalate incidents per SLAs.
• Respond to urgent/high-priority issues following established protocols.
• Participate in team meetings and knowledge sharing.

Skills

Reliability

Punctuality

Problem-solving

Communication

Customer service

Tools

Active Directory

Office 365

Job description

• Kickstart Your IT Career
• Join a flexible working culture in Macquarie Park
• Play a critical role in keeping our organisation running smoothly

If you're a problem-solver with a passion for technology and helping others, this is your chance to shine!

At Goodman Fielder, our purpose is to make everyday food better for everyone. We own a host of iconic brands that Australians trust and love. Join our team and help drive innovation and excellence across our business.

What You'll Do

As a Service Desk Analyst, you'll be the first point of contact for IT support, ensuring a timely and effective response to technical issues and service requests. Your day-to-day responsibilities include:

• Providing exceptional IT support via phone, email, chat, or our ITSM platform, resolving or escalating technical issues efficiently.
• Accurately logging all interactions and collaborating with the team to address incidents and requests within defined service level agreements (SLAs).
• Confidently responding to urgent and high-priority issues, following established protocols to maintain business continuity.
• Participating in team meetings and knowledge-sharing sessions to enhance efficiency and service delivery.

What You'll Bring

• A strong commitment to reliability and punctuality.
• A solutions-focused mindset and a love for problem-solving.
• Outstanding communication skills with a focus on delivering a positive user experience.
• A passion for IT and a desire to learn and grow in the industry.
• Previous experience in an IT Service Desk environment is preferred but not essential.
• Familiarity with tools such as Active Directory, Office 365, and ITIL principles is a bonus.

We provide a supportive, flexible work environment where you'll have opportunities to learn, grow, and develop your career in IT. This is your chance to work with a dynamic team and make a meaningful impact across our organisation.