**Service Desk Specialist | Parramatta, NSW** Heidelberg Materials Australia is a leading supplier of construction materials, with a proud history of supporting the building and infrastructure projects that help communities thrive.
With operations across the country and backed by a global network, we are committed to safety, innovation, sustainability, and investing in our people.
We are currently seeking a customer-focused and technically capable **Service Desk Specialist** to join our IT team in **Parramatta, NSW**.
This is an exciting opportunity to work within a national business, supporting a diverse range of technologies and users while building your career in a collaborative and supportive environment.
**The Role**As a Service Desk Specialist, you will be the first point of contact for IT support across Heidelberg Materials Australia.
You will provide high-quality Level 1 technical support to internal customers, ensuring issues are resolved efficiently and professionally while delivering an exceptional customer experience.Working as part of a national IT team, you will support business-critical systems, manage incidents and service requests, participate in an on-call support roster, and collaborate closely with global support teams to maintain reliable technology services across the business.
**Key Responsibilities*** Provide first-level technical support to internal customers via phone, remote assistance, and ticketing systems.
* Create, manage, and resolve support tickets within agreed service level targets.
* Escalate incidents and service requests to Level 2 and Level 3 support teams where required.
* Perform daily proactive system health checks to ensure operational stability.
* Monitor business applications and services, identifying and escalating issues as needed.
* Support the rollout of new technologies, systems, and business applications.
* Assist users in effectively utilising business systems and technology solutions.
* Manage user account administration activities,



including moves, adds, and changes within SAP and identity management systems.
* Support business continuity and disaster recovery activities when required.
* Work closely with Heidelberg Materials Global Operations and Support teams to ensure timely issue resolution.
* Assist with major incident management activities and business communications.
* Develop and maintain support documentation, FAQs, and standard operating procedures.
* Participate in an after-hours support roster, including Saturday shifts and on-call support, including weeknights and weekends **About You**You are a passionate IT professional who enjoys solving problems, helping people, and delivering exceptional customer service.
You thrive in a fast-paced environment, can manage competing priorities, and take ownership of issues through to resolution.
**Experience*** Exposure to ServiceNow (strongly preferred) or similar ITSM/ticketing platforms.
* Experience in IT Service Desk, Desktop Support, or Systems Administration.
* Strong Microsoft Windows and Microsoft 365 support experience.
* Level 1 support experience across business applications, ideally SAP.
* Experience with Active Directory and user account administration.
* Experience supporting Windows 11, Outlook, Azure Virtual Desktop, and Thin Client environments.
* Knowledge of Microsoft Teams telephony, mobile devices, and end-user technologies.
* Understanding of Windows Server, virtualised environments, and basic network troubleshooting.
* Experience working with geographically dispersed teams and supporting users across multiple time zones.




**Qualifications*** Microsoft certifications or relevant technical qualifications highly regarded.
* Diploma or tertiary qualification in Information Technology desirable.
**Skills & Attributes*** Customer-first mindset with a passion for delivering exceptional service.
* Strong communication and stakeholder engagement skills.
* Excellent troubleshooting, analytical, and problem-solving abilities.
* Ability to prioritise competing tasks in a quick-paced environment.
* High attention to detail and strong organisational skills.
* Self-motivated, proactive, and comfortable working independently or as part of a team.
* Resilient under pressure and adaptable to changing priorities.
Please note that shortlisted candidates will be asked to complete an online video interview as part of the recruitment process.
**What We Offer**At Heidelberg Materials Australia, we recognise that our people are our greatest asset.
We provide a supportive and inclusive workplace where employees can build long-term careers and continue to develop professionally.
Our benefits include:* Competitive remuneration package.
* Ongoing learning and development opportunities.
* Career growth pathways within a national and global organisation.
* Access to our employee benefits and discount programs.
* Health and wellbeing initiatives for employees and their families.
* Novated leasing options.
* Paid parental leave and family-friendly policies.
* A safety-first culture that values inclusion, collaboration, and respect.
* The opportunity to work with modern technologies and a highly experienced IT team.
Heidelberg Materials Australia is an equal opportunity employer.
We are committed to building a diverse and inclusive workforce and encourage applications from people of all backgrounds, cultures, genders, ages, and abilities.
Applicants must have full Australian working rights.
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📌 Service Desk Specialist (Sydney)
🏢 Heidelberg Materials
📍 Sydney