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.

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 current 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 skilled 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.
- Robust 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 strong organisational skills.
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📌 IT Service Desk Specialist – Parramatta: SAP
🏢 Heidelberg Materials Australia
📍 Parramatta