Automation Farming Service Desk Analyst

Merck; Hamilton; Vor Ort; NZD 55.000 - 75.000; Vollzeit

Zusammenfassung

Merck in Hamilton, NZ is seeking a Support Analyst for the Service Desk to be the primary contact for Automation Farming customers, delivering high-quality technical support and service via phone, email, and remote tools. You will log, triage, troubleshoot, and resolve requests while monitoring systems to identify issues early.

You will contribute to knowledge resources, collaborate with development teams, and help drive continuous improvement with metrics, training, and up-to-date product

Qualifikationen

• Relevant tertiary qualification (e.g. Information Technology, Electronics, Radio, Electrical) or solid proven experience in a related field.
• Excellent written and verbal communication skills.
• Ability to build strong internal and external relationships.
• Ability to empathise with internal and external customers.
• Strong time management skills with the ability to prioritise multiple demands across different time zones and stakeholder groups.
• Excellent problem-solving skills and the ability to resolve issues in a systematic and consistent manner.
• Strong self-motivation.
• Ability to work effectively as part of a team.
• Experience using Microsoft Office, particularly Excel, Outlook, and Word.

Aufgaben

• Be the first point of contact for customer technical support calls and related emails.
• Systematically and logically work through software and hardware queries, resolving issues where possible and escalating when required.
• Deliver a professional, empathetic, and consistent customer experience through strong communication and ownership.
• Evaluate system performance using Splunk and other support tools.
• Record, triage, and track customer queries and requests, managing relevant information through company CRM systems.
• Collaborate with the development team to improve and optimise products and the end-to-end customer experience.
• Maintain and update the knowledge base, troubleshooting guides, and SOPs where required.
• Stay up to date with the latest product releases and provide training to customers on how to manage and use their hardware and software systems.
• Be flexible to changes in the regular roster to support seasonal peaks, which may include weekend work and irregular hours.

Kenntnisse

Excellent communication

Customer service

Problem solving

Time management

Team collaboration

Ausbildung

Tertiary qualification in IT/ Electronics/ Electrical

Tools

CRM systems

Microsoft Office (Excel, Outlook, Word)

Splunk

Jobbeschreibung

Merck in Hamilton, NZ is seeking a Support Analyst for the Service Desk to be the primary contact for Automation Farming customers, delivering high-quality technical support and service via phone, email, and remote tools. You will log, triage, troubleshoot, and resolve requests while monitoring systems to identify issues early.

You will contribute to knowledge resources, collaborate with development teams, and help drive continuous improvement with metrics, training, and up-to-date product