IT Service Desk Specialist: First-Contact Support & On-Call

Heidelberg Materials; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive remuneration package

Learning and development opportunities

Career growth within national/global

Health and wellbeing initiatives

Job summary

Heidelberg Materials Australia is seeking a Service Desk Specialist to deliver Level 1 IT support across internal customers. The role includes on-call duties, incident management, and collaboration with global teams to maintain reliable services.

You will assist with SAP and identity management, and help rollout new technologies in a national IT team. The ideal candidate has strong Windows/365 experience, familiarity with ITSM tools, and a customer-first approach in a fast-paced environment.

Qualifications

• Experience in IT Service Desk, Desktop Support, or Systems Administration.
• Exposure to ServiceNow or similar ITSM/ticketing platforms.
• Strong Windows and Microsoft 365 support experience.

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 to Level 2 and Level 3 support when 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 new technologies, systems, and business applications.
• Assist users in effectively utilizing business systems and technology solutions.
• Manage user account administration activities including SAP and identity management.
• Support business continuity and disaster recovery activities when required.
• Work with Global Operations and Support teams to ensure timely issue resolution.
• Participate in major incident management and communications.

Skills

ServiceNow (ITSM)

Windows 11 support

Microsoft 365

Azure Virtual Desktop

Strong communication

Education

Diploma or tertiary qualification in Information Technology

Tools

ServiceNow

Azure

Office 365

Job description

Heidelberg Materials Australia is seeking a Service Desk Specialist to deliver Level 1 IT support across internal customers. The role includes on-call duties, incident management, and collaboration with global teams to maintain reliable services.

You will assist with SAP and identity management, and help rollout new technologies in a national IT team. The ideal candidate has strong Windows/365 experience, familiarity with ITSM tools, and a customer-first approach in a fast-paced environment.