Job Description

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Service Desk Specialist | Parramatta, NSW

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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.

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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.

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The Role

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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.

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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.

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Key Responsibilities

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- 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 new 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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About You

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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.

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Experience

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- 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.
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Qualifications

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- Microsoft certifications or relevant technical qualifications highly regarded.
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- Diploma or tertiary qualification in Information Technology desirable.
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Skills & Attributes

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- Customer-first mindset with a passion for delivering exceptional service.
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- Strong 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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Please note that shortlisted candidates will be asked to complete an online video interview as part of the recruitment process.

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What We Offer

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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.

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Our benefits include:

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- 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 advantages 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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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.

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Applicants must have full Australian working rights.

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We'll Make It Happen.

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📌 Service Desk Specialist (Harris Park)
🏢 Heidelberg Materials
📍 Harris Park