Support Analyst - Service Desk

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

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

Required

What You Must have

• 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.

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, IT Service Desk, Microsoft Applications, Microsoft Office, Order Processing, Preventive Maintenance, Product Sales Training, Quality Metrics, Quote to Cash, Remote Monitoring, Report Preparation, Sales, Sales Data Management {+ 8 more}

Employee Status

Regular

Flexible Work Arrangements

Hybrid

Job Posting End Date

11/28/2026

• A job posting is effective until 11 59 59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.