George Weston Foods make and supply some of Australia & New Zealand's favourite and most innovative brands and products. GWF's product range is diverse and includes leading brands of breads, baked goods, smallgoods, dips, flour, milled products, animal feed and hygiene solutions. We are one of ANZ's largest food manufacturers employing over 6000 people, across 50+ sites. Our businesses are diverse and include Tip Top, DON, MAURI, Yumi's and Jasol, supported by a corporate /shared services function.
GWF is a wholly owned subsidiary of Associated British Foods plc, a diversified international food, ingredients and retail group with sales of £15.4bn, 133,000 employees and operations in 53 countries around the world.
**The Role**:
BTS-IS is accountable for all information-related services across the GWF business units (BU) and Group functions. The Service Desk Analyst reports directly to the Service Desk Team Lead and is responsible for providing remote/onsite IT support and being an advocate for BTS-IS across the GWF businesses. The key focus of the role is to provide excellent services to our internal customers whilst providing an indicative pulse on the health of GWF's IT services. Please note this position is a 12 month Max Term Contract.
**On a day-to-day basis, you will**:
- Monitor and escalate all incidents and service requests in the Service Desk queue in a timely manner, exceeding agreed customer SLA's.
- Effectively handle client problems, queries, and complaints whilst providing rapid resolution service to customers with escalated technical issues.
- Close incidents after confirmation of satisfactory resolution with the customer in accordance with the BTS-IS processes and methodology, such as Root Cause captured and Knowledge-Base updated.
- Be a customer advocate and ensure the customer is the key focus on IS service delivery.
**About you**:
- A minimum of 3 years Desktop Support/Service Desk experience
- ITIL Foundation Certificate is strong favoured
- A passion for building relationships, with strong written and oral communication skills to develop effective relationships with stakeholders at all levels of the organisation
- Highly self-motivated with an analytical outlook and strong problem-solving skills and the ability to exercise mature judgment
- Curious and creative by nature, demonstrating learning agility and resilience to quickly engage with change
What is on offer at GWF?
You'll join a supportive team where you can broaden your experience in a fast-paced environment. We offer a competitive remuneration package, flexible work environment, free product daily, company paid parental leave, income protection insurance through our default Super fund, discounted private health insurance, access to novated leasing and study assistance.
Our people are the heart of business and are led by our four key values; Safe, Courageous, Trusting and Collaborative. By supporting their ability to work effectively and providing them with the tools they need to succeed, we are ensuring that we are the kind of company where talented people of all backgrounds want to work. Across our organisation, we're creating a workplace where collaboration is important, courage is rewarded, trust is expected, and a strong safety mindset is the norm.
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