Senior Helpdesk Associate

Job Description

Senior Helpdesk Associate

• Permanent, full-time role with competitive remuneration and benefits
  Location: Victoria, Australia, alternatively Murarrie, QLD

• Join a collaborative, global animal health organisation

• Be the trusted support partner for customers and internal teams

• Help shape an excellent customer experience through technical support, problem solving and continuous improvement

We’re looking for a Senior Help Desk Associate to join our company’s Technology Support team and play a key role in delivering outstanding customer service across our technology portfolio.

In this role, you’ll be the go-to person for complex support queries, helping customers and colleagues resolve software, hardware and equipment issues quickly and professionally. You’ll guide day-to-day helpdesk activity, support equipment preparation and repair processes, and help keep our loan and demonstration equipment programs running smoothly.

You’ll also act as a subject matter expert, supporting and coaching team members, sharing knowledge, and helping drive improvements in service quality, efficiency and customer experience. This is a great opportunity for someone who enjoys working across teams, solving problems, and making a real difference for customers.

What You Will Do

Responsibilities include, however not limited to:

Customer support & case management

• Act as a key point of contact for customers across the technology portfolio via phone, email and customer service channels

• Gather and record customer information accurately in CRM and case management systems
  Triage, troubleshoot and manage complex, high priority or escalated software and hardware issues

• Coordinate with internal teams, technicians and external providers to drive timely resolution
  Use a systematic, logical approach to problem solving and provide guidance to another Helpdesk

• Associates on triage standards and best practice
  Deliver customer support with professionalism, accountability, urgency and a strong customer-first mindset

Systems, documentation & proactive support

• Ensure customer details and case information are accurately captured and maintained in CRM and case management systems

• Review fault lists, open cases as required and support proactive customer follow-up

• Record and track customer queries, issues and feedback, and support the generation, analysis and interpretation of service quality metrics

• Identify recurring issues and trends, and work with cross-functional teams to recommend and implement corrective and preventive actions

Repairs, equipment preparation & loan program

• Liaise with third-party repairers and service providers, overseeing receipt and recording of repairs in internal systems

• Coordinate customer communication throughout the repair process, including quotes, progress updates and completion notifications

• Oversee preparation and testing of monitoring products in line with SOPs, ensuring high quality before dispatch

• Support the equipment loan program, including documentation, utilisation monitoring and follow-up of outstanding returns

• Maintain the Territory Sales Manager demonstration equipment register with accuracy and care

Knowledge sharing, training & collaboration

• Act as a subject matter expert on our technology products, providing guidance and informal coaching to team members and colleagues

• Collaborate with development and other internal stakeholders to improve products, tools and the end-to-end customer experience

• Maintain and update knowledge base articles, troubleshooting guides and SOPs where required

• Support the design and delivery of training for customers and internal stakeholders on product use, systems and processes

• Cross-support the wider customer support team and share knowledge to help build team capability

Leadership, process improvement & analytics

• Support Helpdesk leadership in managing workload, priorities and service levels

• Mentor less experienced team members on case handling, customer communication, systems use and troubleshooting approaches

• Identify opportunities to streamline processes, improve tools and reporting, and enhance customer satisfaction

• Use data and reporting tools, including Power BI where applicable, to monitor performance and help drive continuous improvement

What You Must have

Education & experience

• Relevant qualifications or equivalent experience in a service, support or technical environment

• Significant experience in a helpdesk, service desk or customer support environment, ideally supporting technology or software products or services

• Experience handling complex or escalated technical issues with strong diagnostic and problem-solving skills

• Agriculture background with sound knowledge of dairy systems and ruminant lifecycle preferred

Systems & technical capability

• Highly developed IT skills across Microsoft Office, CRM systems, telephone systems and related support tools

• Experience with data reporting and visualisation tools such as Power BI is highly regarded

Stakeholder & cross-functional collaboration

• Strong commercial awareness and the ability to work effectively in a matrixed organisation

• Experience working cross-functionally with teams such as Sales, Technical Services, Development, Supply Chain and Customer Service

• Demonstrated ability to coach, mentor or support colleagues and share best practice

Communication & interpersonal skills

• Excellent written and verbal communication skills, with the ability to simplify technical concepts clearly

• Strong interpersonal skills and the ability to build trust, influence without formal authority and handle difficult conversations constructively

Organisation, problem solving & adaptability

• Strong organisational and time management skills, with the ability to manage multiple priorities and maintain accuracy

• Proven ability to analyse data, identify trends and contribute to continuous improvement

• Self-motivated, results-focused and comfortable working independently with sound judgement

• Adaptable and comfortable navigating change and ambiguity

Other requirements

• Willingness and ability to undertake regular travel away from home in line with business needs

What You Can Expect

• A senior role where your expertise directly supports customers and business success

• Autonomy in your work, with strong support from a collaborative and experienced team

• Opportunities to grow your skills in technology support, customer experience, analytics and process improvement

• Exposure to cross-functional projects and the chance to influence service quality and operational excellence

• A team culture that values knowledge sharing, accountability 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.

#LI-DNI

Required Skills:

Adaptability, Data Analysis, Inquiry Handling, Order Processing, Product Knowledge, Product Sales Training, Remote Support, Report Preparation, Sales Data Management, Teamwork, Technical Support, Technical Troubleshooting

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:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Not Applicable

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

06/29/2026

*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.