Support Analyst - Service Desk

MSD Animal Health · Wellington

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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 escalate 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.

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Current Employees apply HERE

Current Contingent Workers apply HERE

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Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

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