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 fast-paced environment.* High attention to detail and solid 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 (Parramatta)
🏢 Heidelberg Materials Group
📍 Parramatta