IT Service Desk Administrator

• Stable FMCG environment with a strong local history
• Hands-on Level 1 ICT support across corporate and production operations
• Rotating shift and on-call roster supporting critical business systems

OUR COMPANY

Incorporated in 1938, Hazeldene’s Chicken Farm is a leading FMCG company headquartered in Lockwood, Bendigo, Victoria.

At Hazeldenes, we have more than 80 years of history behind the way we proudly go about our business. It is not just about our delicious chickens, innovation, and commitment to quality. It is about our people doing extraordinary things to deliver great products.

We are proud of our people, our reputation, and our place in the community. From humble beginnings in Kangaroo Flat, our facilities have grown across regional Victoria. Our people come from many different cultures and backgrounds, with skills across farming, quality control, engineering, poultry processing, logistics, administration, and technology.

ABOUT THE ROLE

We are seeking an IT Service Desk Administrator to provide high-quality Level 1 ICT support to Hazeldenes employees across our corporate and production environments.

Reporting to the IT Service Desk Manager, this role is responsible for responding to incidents and service requests, supporting end-user devices, assisting with user administration, maintaining ICT asset records, and providing professional customer service to employees across the business.

This is a hands-on support role in a fast-paced FMCG manufacturing environment where technology plays an important part in keeping our operations running. You will help minimise business disruption, support day-to-day ICT operations, and contribute to continuous improvement across Service Desk processes.

The role participates in a rotating shift roster and on-call support roster to ensure ICT services are appropriately supported across business operating hours and during critical incidents.

This position is based at Lockwood, Bendigo, supporting all Hazeldenes sites.

KEY RESPONSIBILITIES

Service Desk & Customer Support

• Provide Level 1 technical support and desktop support to Hazeldenes employees.
• Respond to ICT incidents and service requests in a timely and professional manner.
• Support ICT-based production systems and equipment used across Hazeldenes operations.
• Record, classify, prioritise, track, and resolve tickets using approved service management tools and processes.
• Monitor Service Desk queues to ensure requests are progressed and resolved in line with agreed service levels.
• Escalate unresolved or complex matters to the appropriate support teams.
• Provide clear and timely communication to users throughout the ticket lifecycle.
• Work towards agreed SLAs, KPIs, and customer service standards.

User Administration & Endpoint Support

• Provision, modify, and decommission user and computer accounts using Active Directory, Entra, and related systems.
• Prepare and configure laptops, desktops, mobile devices, scanners, label printers, and other peripherals.
• Support onboarding, offboarding, and equipment lifecycle activities.
• Troubleshoot and maintain ICT equipment across corporate and production areas.

Asset & Inventory Management

• Maintain accurate records for ICT hardware, software, peripherals, and consumables.
• Assist with ICT asset deployment, tracking, and lifecycle management.
• Ensure appropriate stock levels are maintained to support operational needs.

Security & Compliance

• Support cyber security initiatives by following ICT security procedures and ensuring endpoint protection tools are operating effectively.
• Identify and escalate security risks, suspicious activity, or vulnerabilities.
• Administer security access cards and passes in line with approved procedures.
• Assist with authorised requests for security video footage in accordance with company policies and privacy requirements.
• Monitor designated ICT systems, including email filtering platforms, and refer matters to the appropriate teams where required.

Documentation & Continuous Improvement

• Create, maintain, and improve Service Desk documentation, knowledge articles, procedures, and support processes.
• Identify recurring issues and assist with problem management activities.
• Contribute to continuous improvement of ICT services and customer experience.
• Share knowledge with team members to support consistent service delivery.

Project & Team Support

• Work with ICT team members and business stakeholders to support technology projects.
• Assist with testing, implementation, and post-deployment support for ICT initiatives.
• Support both major and minor ICT projects as required.

ABOUT YOU

You are a customer-focused ICT support professional who enjoys solving problems, helping people, and working in a busy operational environment.

You are organised, professional, and able to manage competing priorities while keeping users updated and supported. You are comfortable working with business users, production teams, and technical colleagues to resolve issues and keep systems running.

WHAT YOU BRING

Experience & Knowledge

• Experience in a Service Desk, Help Desk, Desktop Support, or Level 1 ICT support role.
• Experience supporting users, devices, peripherals, and business systems.
• Understanding of IT Service Management principles and ticketing processes.
• Experience working in a manufacturing, FMCG, production, or operational environment will be highly regarded.

Technical Skills

• Active Directory and Microsoft Entra user administration.
• Microsoft 365 support.
• Windows desktop and laptop support.
• End-user device setup, troubleshooting, and maintenance.
• Printer, scanner, mobile device, and peripheral support.
• Basic understanding of cyber security, endpoint protection, and access management.
• Experience with Service Desk ticketing systems.

Personal Attributes

• Strong customer service focus.
• Clear and professional communication skills.
• Good troubleshooting and problem-solving ability.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail.
• Team-focused and willing to share knowledge.
• Reliable, flexible, and willing to support shift work, on-call duties, after-hours support, and weekend work when required.
• Commitment to safety, quality, compliance, and continuous improvement.

BENEFITS

• Stable FMCG manufacturing environment.
• Employee Benefits Program through Flare HR.
• Opportunity to support both corporate and production technology systems.
• Hands-on role with variety across users, devices, systems, and sites.
• Supportive and collaborative ICT team.
• Opportunity to build your technical skills and grow your ICT career.

HOW TO APPLY

If you are looking for a hands-on ICT support role within a trusted Australian FMCG business, we would love to hear from you.

Apply now with your resume and take the next step in your IT career with Hazeldenes.

Hazeldene’s Chicken Farm HR Team