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
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.
Requisition ID:R400232
