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 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 chance 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 (Sydney)
🏢 Heidelberg Materials
📍 Sydney