JOIN OUR IT TEAM: SERVICE DESK COORDINATOR POSITION OPEN AT THE HERON FOODS STORE SUPPORT CENTRE IN MELTON!

Are you passionate about IT support and delivering great service? Heron Foods is looking for a Service Desk Coordinator to join our friendly and fast-paced IT team at our Store Support Centre in Melton. This is a fantastic opportunity to support our 340+ stores, two data centres, and distribution centre while helping drive improvements in how we deliver technology across the business.
As Service Desk Coordinator, you’ll be at the heart of our IT operations—supporting colleagues across our stores and head office, and providing hands-on guidance to other members of the Service Desk team. Working under the supervision of the Infrastructure Manager, you’ll focus on both day-to-day operations and long-term initiatives to ensure our IT and communication systems run smoothly and efficiently.
At Heron Foods, our goal is simple: to make it easier for customers to choose us, use us, and stay with us. Everything we do—whether it’s delivering great value in our stores or providing seamless digital experiences—contributes to making Heron the preferred choice for our customers. As Service Desk Coordinator, you’ll play a key role in delivering that promise from the inside out.

• Provide technical support for Heron Foods Stores and Head Office users, covering IT and communications systems.
• Manage and prioritise the Service Desk ticket workload, escalating to the Infrastructure Team when needed.
• Mentor junior engineers to improve first-line resolution rates and support their development.
• Plan and coordinate your own workload to meet deadlines and contribute to wider IT objectives.
• Maintain and update the IT knowledgebase to help drive self-service across the business.
• Identify trends in issues and provide actionable feedback to the IT Management Team.
• Contribute to strategic and tactical IT objectives in line with national and regional company goals.
• Build effective business relationships both internally and externally.
• Regularly report on activity and performance using key service metrics.