Field Service Analyst

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 the Group function accountable for all information-related services and is a key partner to business units (BU) and Group functions. Reporting to the ANZ Field Services Team Lead the role is responsible for providing onsite IT support as well as being an advocate and the face of BTS-IS to the GWF business
The Field Services team represents the IS presence in GWF sites to perform activities that are not typically carried out by the central BTS-IS function. The role will be closely aligned to the BTS-IS strategy and value proposition. The Field Services team is a key customer touch point into IS and provides an indicative pulse on the “health of IT services.” The key focus of the role is to provide excellence in service to our internal customers whilst maintaining strong relationships with other IS teams in the delivery of that service.
On a day-to-day basis, you will:

• Monitor and escalate all incidents and service requests in the Field Service VIC queue in a timely manner, meeting 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.
• Be a customer partner and ensure the customer is the key focus on IS service delivery.

About You:

• 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's on offer at GWF:
You'll join a supportive team where you can broaden your experience in a fast-paced environment. At GWF we operate using he hydrid working model – our teams enjoy working from home, but they love collaborating in person even more. Here, you'll get to do both. 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.
Sound like a good fit? Apply now.. We'd love to hear from you!
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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