Automation Farm Service Desk Analyst (Hybrid)

MSD Australia & New Zealand; Hamilton; Hybrid; NZD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work arrangement

Collaborative team environment

Job summary

MSD Australia & New Zealand in Hamilton, NZ, seeks a Support Analyst - Service Desk to deliver high-quality technical support to Automation Farming customers. You will log, triage, and resolve requests via phone, email, and remote tools while proactively monitoring systems.

You will work with customers across time zones, contributing to knowledge bases and metrics for continuous improvement within a collaborative Service Desk team.

Qualifications

• Relevant tertiary qualification or proven related experience.
• Strong written and verbal communication skills.
• Ability to build internal and external relationships.
• Empathy with customers and cross-team collaboration.
• Excellent time management across time zones.
• Problem-solving with systematic approach.
• Team player with self-motivation.
• Experience with Microsoft Office applications.

Responsibilities

• Be the first point of contact for customer technical support calls and emails.
• Systematically work through software and hardware queries; escalate when needed.
• Provide professional, empathetic customer experience with ownership.
• Evaluate system performance using Splunk and other tools.
• Record and track customer queries in CRM systems.
• Collaborate with development to improve products and customer experience.
• Maintain knowledge bases, troubleshooting guides, and SOPs.
• Stay updated on product releases and train customers on usage.
• Be flexible with roster changes to support seasonal peaks.

Skills

After Sales Service

Corrective Action Management

Customer Satisfaction

Customer Service

Customer Support

Dairy Operations

Data Analysis

Database Management

EHS Program Management

EHS Risk Management

Inquiry Handling

Installation Support

IT Service Desk

Microsoft Applications

Microsoft Office

Order Processing

Preventive Maintenance

Product Sales Training

Quality Metrics

Remote Monitoring

Report Preparation

Sales

Sales Data Management

Education

Relevant tertiary qualification (e.g. IT, Electronics, Dairy, Engineering)

Tools

SQL

Splunk

Microsoft Excel

CRM systems

Job description

MSD Australia & New Zealand in Hamilton, NZ, seeks a Support Analyst - Service Desk to deliver high-quality technical support to Automation Farming customers. You will log, triage, and resolve requests via phone, email, and remote tools while proactively monitoring systems.

You will work with customers across time zones, contributing to knowledge bases and metrics for continuous improvement within a collaborative Service Desk team.