Service Desk Lead

2 weeks ago

Manukau, Auckland, New Zealand The Griffin's Food Company Full time

Published:01/06/2023

Job Location:
Auckland / New Zealand

Job Type:
Permanent

Work Type:
Full Time

Category:
IT

  • Leading up our Service Desk NZ, with ANZ growth opportunities
  • Support our users whilst keeping our Infrastructure safe and sound
  • Opportunity to make a difference every day
We're on the hunt for a customer and solutions focused IT professional, keen to join our ANZ wide team as our

Service Desk Lead NZ. Reporting to our Service Desk Manager ANZ (based in AU), with a dotted line to our Infrastructure & Operations Manager ANZ (based in Auckland), this pivotal role can be based at either our Ellerslie Office in Central Auckland or at our manufacturing site in Papakura, South Auckland, with some flexibility around how and where hours are worked

Here at Griffin's Snacks, we're proud of our heritage and being New Zealand's largest snack food company, producing many iconic and much-loved kiwi brands, including Griffin's, Huntley and Palmers, ETA and Nice & Natural.

We're looking for someone who thrives on working with a range of people every day, loves looking for ways to improve processes and systems (and implementing these changes) and who is keen to play a key part in a range of transformational projects across the business over coming months

This hands on, multi-site role is responsible for providing sole charge management and delivery of the NZ Service/Help Desk environment (500+ users).

You'd also be supporting the Infrastructure & Operations Manager ANZ with effective maintenance of the NZ operational environment (including but not limited to hardware, software, networking, security, communication technologies)

What you'll be responsible for:

  • Managing the NZ Help Desk and delivering infrastructure/software solutions (including both building and improving)
  • Supporting migration to new technologies and assisting with change management systems through the creation and maintenance of help desk systems, procedures, operations, and service level agreements
  • Managing an effective system for logging calls, and recording updates to logs on faults, problems, or solutions
  • Proactively delivering quality and timely solutions focussed support to any enquires and requests across ANZ
  • Maintains relevant data tracking and provides any required performance reporting and metrics
  • Developing and effectively managing appropriate onboarding/offboarding processes including hardware builds
  • Working with wider team/3rd parties to support infrastructure strategies across networks and cloud services, backoffice servers, and backoffice software
  • Ensuring network security performance is continually assessed against good practice and champion Cyber Security compliance and training
  • Managing budgets/expenditure and continually seeking to identify appropriate cost saving opportunities

What you'll bring to the role?

  • 3+ years IT and infrastructure experience, ideally within a large or/ complex organisation
  • Proven experience working within Microsoft Office, 365 Windows and desktop server experience
  • Relevant Technology exposure and appreciation including familiarity with desktop, server and network technologies
  • Solid technical experience in desktop and server administration (building, configuring and repairing)
  • Experience in network and communication systems management (telephony, firewall, switch etc).
  • Previous experience in help desk support (and the use of a ticket related system) and technical troubleshooting
  • Ideally, you'll have experience analysing performance metrics against service level agreements and implementing actions to bridge necessary gaps
  • Excellent communication and relationship building skills you enjoy working with a range of people daily, both internal and external stakeholders
  • Accountability and reliability you own your decisions and can be counted on to do what you say you will
  • Positivity and a solutionsfocused approach
- nothing is ever a problem, and you are passionate about providing great experiences for your stakeholders

What can you expect in return? In addition to a steady supply of snacks in the workplace, you can expect to be part of a supportive, purpose driven working environment where you'll feel valued, have career growth opportunities, flexible working options (we really walk the talk on this one), commitment to our community partnerships and a focus on wellness, including annual wellbeing days, free gym access and flu shots.

  • If you have the experience we are looking for and you wish to join a company where you can have pride and passion in what you do_

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