Support Analyst - Service Desk

Merck; Hamilton; Presencial; NZD 55 000 - 75 000; Tempo integral

Resumo da oferta

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Excellent communication

Customer service

Problem solving

Time management

Team collaboration

Formação académica

Tertiary qualification in IT/ Electronics/ Electrical

Ferramentas

CRM systems

Microsoft Office (Excel, Outlook, Word)

Splunk

Descrição da oferta de emprego

Job Description

Support Analyst - Service Desk

Permanent full-time opportunity with competitive remuneration and benefits

Based in Hamilton, NZ , as part of a collaborative and supportive Service Desk team

Be a primary point of contact for Automation Farming customers , delivering high-quality technical support and customer service

Work directly with customers to log, triage, troubleshoot , and resolve requests across phone, email, and remote support tools

Play an important role in proactively monitoring systems , identifying issues early, and supporting timely resolution

Help improve service quality by contributing insights , knowledge resources, and strong collaboration across support and development teams

As part of the Service Desk team, this role provides the primary point of contact for our Automation Farming customers, delivering excellent customer service and quality technical assistance via phone, email, and remote tools.

You will work directly with customers to understand, log, and triage requests through our key systems.

You will also proactively monitor, troubleshoot, and escalating potential issues identified on customer sites using our remote monitoring and support tools.

A key part of the role is helping to derive reliable quality metrics and acting as a bridge between the support service and development teams to support continuous improvement.

What You Will Do

Responsibilities include, however not limited to:

• 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

What You Must have

Required:

• 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
• Commitment to continuous learning and improving the service provided by the Service Desk team
• Experience using Microsoft Office, particularly Excel, Outlook, and Word

Advantageous:

• Previous experience in an IT Service Desk or customer-facing support role
• Dairy farm experience and an understanding of the milking process
• Experience and/or qualifications in database management, including SQL
• Reporting and analytics skills and experience
• Experience and understanding of Splunk monitoring systems
• Ability to remotely deliver training to customers on process, hardware, software, and troubleshooting

What You Can Expect

• A supportive team environment where people work together and genuinely value each other's contribution
• Exposure across the business and the opportunity to build strong relationships with a range of specialist teams
• The chance to grow your career in a developing organisation that supports learning and development
• A role with variety and purpose , where your work makes a real difference to customers and the wider team
• The opportunity to be part of a workplace that values collaboration, ownership, and continuous improvement

We are proud to be a company that embraces the value of bringing talented and committed people together. The fastest way to breakthrough innovation is when ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive workplace.

Additional location(s) Compensation Information:

Required Skills:

• After Sales Service
• After Sales Service
• Corrective Action Management
• Customer Satisfaction
• Customer Service
• Customer Support
• Dairy Operations
• Data Analysis
• Database Management
• EHS Program Management
• Environmental Health and Safety (EHS) Risk Management
• Inquiry Handling
• Installation Support
• I