IT Service Desk Specialist – Customer‑First Support

Heidelberg Materials; Parramatta; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive remuneration

Learning & development

Career growth

Novated leasing

Parental leave

Wellbeing initiatives

Modern IT environment

Job summary

Heidelberg Materials Australia is seeking a Service Desk Specialist to join the IT team in Parramatta, NSW. You will provide Level 1 support to internal users across a range of technologies and collaborate with global teams to maintain business systems.

Key focus areas include incident management, ticket lifecycle, and user account administration in SAP/AD, with opportunities to contribute to documentation and participate in after-hours support.

Qualifications

• Experience delivering Level 1 IT support to internal customers.
• Exposure to ServiceNow or similar ITSM tools.
• Strong Windows 11 and Microsoft 365 support experience.
• Knowledge of AD and identity management activities.
• Experience supporting SAP and remote/onsite users.

Responsibilities

• Provide first-level IT support via phone, remote assistance, and ticketing.
• Create, manage, and close support tickets within SLAs.
• Escalate issues to Level 2/3 when required.
• Perform daily health checks and monitor business applications.
• Assist with onboarding, access provisioning, and account administration.
• Participate in after-hours on-call roster including weekends.
• Contribute to knowledge base and SOP documentation.

Skills

Customer focus

Problem solving

Communication

Prioritisation

Organisational skills

Self-motivated

Team player

Time management

Education

IT diploma or tertiary qualification

Microsoft certifications

Tools

ServiceNow

Microsoft 365

Azure Virtual Desktop

Active Directory

SAP

Windows Server

Thin Client

Job description

Heidelberg Materials Australia is seeking a Service Desk Specialist to join the IT team in Parramatta, NSW. You will provide Level 1 support to internal users across a range of technologies and collaborate with global teams to maintain business systems.

Key focus areas include incident management, ticket lifecycle, and user account administration in SAP/AD, with opportunities to contribute to documentation and participate in after-hours support.