Job Description
/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. /n
- Create, manage, and resolve support tickets within agreed service level targets. /n
- Escalate incidents and service requests to Level 2 and Level 3 support teams where required. /n
- Perform daily proactive system health checks to ensure operational stability. /n
- Monitor business applications and services,



identifying and escalating issues as needed. /n
- Support the rollout of recent technologies, systems, and business applications. /n
- Assist users in effectively utilising business systems and technology solutions. /n
- Manage user account administration activities, including moves, adds, and changes within SAP and identity management systems. /n
- Support business continuity and disaster recovery activities when required. /n
- Work closely with Heidelberg Materials Global Operations and Support teams to ensure timely issue resolution. /n
- Assist with major incident management activities and business communications. /n
- Develop and maintain support documentation, FAQs, and standard operating procedures. /n
- Participate in an after-hours support roster, including Saturday shifts and on-call support, including weeknights and weekends /n /n /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. /n
- Experience in IT Service Desk, Desktop Support, or Systems Administration. /n
- Strong Microsoft Windows and Microsoft 365 support experience. /n
- Level 1 support experience across business applications,



ideally SAP. /n
- Experience with Active Directory and user account administration. /n
- Experience supporting Windows 11, Outlook, Azure Virtual Desktop, and Thin Client environments. /n
- Knowledge of Microsoft Teams telephony, mobile devices, and end-user technologies. /n
- Understanding of Windows Server, virtualised environments, and basic network troubleshooting. /n
- 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. /n
- Diploma or tertiary qualification in Information Technology desirable. /n /n /n Skills & Attributes /n /n
- Customer-first mindset with a passion for delivering exceptional service. /n
- Strong communication and stakeholder engagement skills. /n
- Excellent troubleshooting, analytical, and problem-solving abilities. /n
- Ability to prioritise competing tasks in a fast-paced environment. /n
- High attention to detail and strong organisational skills. /n
- Self-motivated, proactive, and comfortable working independently or as part of a team. /n
- Resilient under pressure and adaptable to changing priorities. /n /n /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. /n
- Ongoing learning and development o

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