/n /n /n Service Desk Specialist | Parramatta, NSW /n

/n 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. /n

/n 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. /n

/n The Role /n 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. /n 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. /n

/n Key Responsibilities /n /n

- Provide first-level technical support to internal customers via phone, remote assistance, and ticketing systems.

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- Create, manage, and resolve support tickets within agreed service level targets.

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- Escalate incidents and service requests to Level 2 and Level 3 support teams where required.

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- Perform daily proactive system health checks to ensure operational stability.

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- Monitor business applications and services, identifying and escalating issues as needed.

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- Support the rollout of recent technologies, systems, and business applications.

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- Assist users in effectively utilising business systems and technology solutions.

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- Manage user account administration activities, including moves, adds,



and changes within SAP and identity management systems.

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- Support business continuity and disaster recovery activities when required.

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- Work closely with Heidelberg Materials Global Operations and Support teams to ensure timely issue resolution.

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- Assist with major incident management activities and business communications.

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- Develop and maintain support documentation, FAQs, and standard operating procedures.

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- Participate in an after-hours support roster, including Saturday shifts and on-call support, including weeknights and weekends

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/n About You /n 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. /n

/n Experience /n /n

- Exposure to ServiceNow (strongly preferred) or similar ITSM/ticketing platforms.

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- Experience in IT Service Desk, Desktop Support, or Systems Administration.

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- Strong Microsoft Windows and Microsoft 365 support experience.

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- Level 1 support experience across business applications, ideally SAP.

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- Experience with Active Directory and user account administration.

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- Experience supporting Windows 11, Outlook, Azure Virtual Desktop, and Thin Client environments.

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- Knowledge of Microsoft Teams telephony, mobile devices, and end-user technologies.

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- Understanding of Windows Server, virtualised environments, and basic network troubleshooting.

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- Experience working with geographically dispersed teams and supporting users across multiple time zones.

/n /n /n Qualifications /n /n





- Microsoft certifications or relevant technical qualifications highly regarded.

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- Diploma or tertiary qualification in Information Technology desirable.

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/n Skills & Attributes /n /n

- Customer-first mindset with a passion for delivering exceptional service.

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- Solid communication and stakeholder engagement skills.

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- Excellent troubleshooting, analytical, and problem-solving abilities.

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- Ability to prioritise competing tasks in a fast-paced environment.

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- High attention to detail and strong organisational skills.

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- Self-motivated, proactive, and comfortable working independently or as part of a team.

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- Resilient under pressure and adaptable to changing priorities.

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/n Please note that shortlisted candidates will be asked to complete an online video interview as part of the recruitment process. /n

/n What We Offer /n 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. /n

/n Our benefits include: /n /n

- Competitive remuneration package.

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- Ongoing learning and development opportunities.

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- Career growth pathways within a national and global organisation.

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- Access to our employee benefits and discount programs.

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- Health and wellbeing initiatives for employees and their families.

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- Novated leasing options.

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- Paid parental leave and family-friendly policies.

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- A safety-first culture that values inclusion, collaboration, and respect.

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- The opportunity to work with modern technologies and a highly experienced IT team.

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/n 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. /n

/n Applicants must have full Australian working rights. /n

/n We'll Make It Happen. /n /n

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📌 Service Desk Specialist (Parramatta)
🏢 Heidelberg Materials
📍 Parramatta