Service Desk Analyst

Goodman Fielder; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Goodman Fielder in Sydney is seeking a Service Desk Analyst to be the first point of contact for IT support, providing timely assistance via phone, email, chat, and our ITSM platform. This role emphasizes customer experience and efficient incident handling.

You will work with a friendly, flexible team in Macquarie Park, develop your IT skills, and contribute to keeping the business running smoothly. Prior service desk experience is nice but not essential, with opportunities to learn and grow in

Qualifications

• Strong commitment to reliability and punctuality.
• Solutions-focused mindset and problem-solving.
• Outstanding communication and user-focused approach.
• Passion for IT and eagerness to learn.
• Familiarity with ITIL, Active Directory, or Office 365 is a bonus.

Responsibilities

• Provide IT support via phone, email, chat, or ITSM platform.
• Log interactions accurately and follow SLA guidelines.
• Escalate and resolve incidents to maintain business continuity.
• Participate in team meetings and knowledge-sharing sessions.

Skills

IT support

Communication skills

Problem-solving

Reliability and punctuality

IT knowledge

Tools

Active Directory

Office 365

ITIL

Job description

• 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 (SLA's).
• 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.