Support Analyst - Service Desk

Job Description

Support Analyst - Service Desk

• Fixed Term Contract, full-time, with competitive remuneration and benefits
• Contract End Date: 26th February 2027
• Location:  Hamilton, New Zealand
• Build your expertise in a growing industry and gain strong experience in a specialist support role

Join our After Sales team and help farmers get the best from their SenseHub Monitoring solution (formerly Allflex Monitoring). You will be on the frontline of our Service Desk, solving technical issues, supporting training and using remote tools to spot and fix problems early

What You Will Do

Responsibilities include, however not limited to:

• Be the first point of contact for customer technical calls and emails, owning their queries from start to finish
• Support and maintain data processing on customer systems, including migrated and integrated systems
• Work through software and hardware issues in a logical way, resolving where you can and escalating when needed
• Use Splunk and other tools to monitor system performance and identify potential issues
• Record, triage and track all customer queries in the company CRM system(s)
• Make sure end users have the training and support they need to get real value from SenseHub Monitoring
• Deliver training and support, including remote sessions, using resources from the Animal Health team and business partners
• Maintain and update knowledge articles, troubleshooting guides and SOPs for internal and external use
• Communicate clearly with users, colleagues, dealer network and the sales team
• Work with third parties to connect drafting systems or other software
• Be flexible with your roster during busy seasons, including some weekend and irregular hours

What You Must have

• Relevant tertiary qualification (for example Information Technology, Electronics, Radio, Electrical) or solid experience in a related field
• Excellent written and verbal communication skills
• Strong analytical and problem‑solving skills
• Ability to build strong relationships and empathise with customers
• Ability to monitor and review training effectiveness, success and return on investment
• Strong time management, with the ability to prioritise competing demands from customers in different regions and time zones and from internal teams
• Confidence delivering training remotely on process, hardware, software and troubleshooting
• Ability to engage with people at different technical and operational levels
• Self‑motivation and a team‑focused approach
• Willingness to keep learning and look for ways to improve After Sales support
• Experience with Microsoft Office, especially Excel, Outlook and Word

Advantageous:

• Experience in an IT Service Desk or customer‑facing support role
• Experience in customer service or customer support
• Dairy farm experience and understanding of milking operations
• Experience and/or qualifications in database management, including SQL
• Reporting and analytics experience
• Experience with the Splunk monitoring system
• Full, current New Zealand driver’s licence

What You Can Expect

• Make a real difference for farming customers while working with leading animal health technology
• Chance to grow your skills, try new tools and strengthen your CV over the life of the contract
• Flexible, varied work with exposure to different teams and future opportunities
• A supportive, collaborative team of like‑minded people

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.

Required Skills:

Accountability, Communication, Customer Satisfaction, Data Analysis, Information Systems Management, Inquiry Handling, Installation Support, IT Service Desk, Order Processing, Preventive Maintenance, Product Sales Training, Quote to Cash, Report Preparation, Sales Data Management, Technical Advice, Technical Problem Resolution, Technical Support, Third Level Support

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
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. 

Employee Status:

Temporary (Fixed Term)

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

04/2/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.