IT Service Desk Administrator

About Hazeldenes Chicken

With a proud legacy spanning over 80 years, Hazeldenes is a renowned and trusted household name in poultry, recognised for its commitment to innovation, quality, and community engagement. Starting from humble origins in Kangaroo Flat, the company now operates world-class facilities throughout regional Victoria, driven by a passionate and diverse team.

Joining Hazeldenes means becoming part of a multifaceted team involved in various departments such as farming, production, engineering, and logistics. The organisation values the unique backgrounds and skills each individual brings to contribute to its ongoing success.

Role Overview

The primary purpose of the IT Service Desk Administrator position is to deliver Level 1 ICT support efficiently to employees, ensuring prompt resolution of technical incidents and service requests. The role involves participation in a rotating shift schedule and on-call duties to maintain adequate ICT service coverage during business operating hours and critical situations.

The Service Desk Administrator is expected to provide exceptional customer service, minimise interruptions to business operations, support technology initiatives, and drive continuous improvement in ICT services and workflows. The role demands professionalism, adaptability to evolving technologies, effective priority management, and maintaining high service standards in a dynamic setting.

Main Responsibilities

• Deliver Level 1 technical and desktop support to all company employees.
• Address ICT service requests and provide assistance for incident resolution impacting end users.
• Offer user and technical aid for ICT-based production tools and equipment used throughout operations.
• Log, categorise, prioritise, monitor, and resolve incidents and requests using official service management tools and procedures.
• Manage Service Desk queues by ensuring proper prioritisation, assignment, advancement, and resolution within agreed service levels.
• Escalate unresolved issues to the correct support teams following established protocols.
• Maintain professional, timely communications with customers throughout the incident/request lifecycle, keeping them informed on progress and outcomes.
• Achieve agreed-upon Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer service standards.
• Administer user and computer accounts through platforms such as Active Directory and Entra.
• Prepare and configure end-user devices and peripherals per standard operating procedures.
• Support onboarding, offboarding, and equipment lifecycle activities.
• Troubleshoot and maintain ICT hardware including desktops, laptops, scanners, label printers, and mobile devices.
• Maintain accurate records of ICT assets and inventory; ensure necessary stock levels of equipment.
• Assist with deployment, tracking, and lifecycle management of ICT assets.
• Support cyber security measures, verify endpoint protections are operational, and adhere to security protocols.
• Identify and report security vulnerabilities, risks, or suspicious activities in line with security procedures.
• Manage security access cards and passes according to approved guidelines.
• Handle authorized requests for security video footage while ensuring compliance with privacy and company policies.
• Monitor designated ICT systems such as email filtering, referring issues to relevant teams as needed.
• Develop and update Service Desk documentation, knowledge base articles, and standard operating procedures.
• Contribute to ongoing improvements in ICT services, processes, documentation, and customer satisfaction.
• Identify recurring problems to aid problem management efforts, reducing future disruptions.
• Share knowledge and train team members for consistent and capable service delivery.
• Collaborate with the ICT team and business units to support and implement technology projects.
• Help execute both major and minor ICT initiatives, including testing and post-deployment support.
• Adhere strictly to company policies on Workplace Health and Safety, Good Manufacturing Practices, information security, and other compliance standards.
• Report hazards, incidents, and near misses promptly and accurately according to company procedures.
• Participate in shift rotations and on-call rosters to support continuous ICT service availability.
• Perform operational and maintenance tasks including after-hours and weekend work to minimize business disruptions.
• Undertake additional duties as assigned by management within scope of skills and training.

Key Performance Indicators

• Meeting SLAs and timely resolution of tickets.
• High levels of customer satisfaction and quality of service feedback.
• Accuracy and currency of Service Desk documentation.
• Effective asset and inventory management.
• Active involvement in continuous improvement efforts.
• Compliance with ICT security, WHS, and company policies.
• Positive teamwork, collaboration, and knowledge sharing within the team.

Additional Information

The responsibilities outlined may evolve responding to the company's changing requirements. Employees may be asked to perform other duties aligned with their competence and training as directed by management.

Hazeldenes advocates equal opportunity employment and is committed to fostering a diverse and inclusive work environment. Applications are strongly encouraged from Aboriginal and Torres Strait Islander peoples, culturally diverse individuals, and people with disabilities.

Support During Recruitment

Applicants requiring adjustments or assistance during the hiring process are encouraged to communicate their needs; support will be provided accordingly.