IT Service Desk Specialist — First-Line Support On-Call

026 Heidelberg Materials Australia Pty Ltd; Parramatta; On-site; AUD 60,000 - 80,000; Full time

Job summary

Heidelberg Materials Australia is seeking a Service Desk Specialist in Parramatta, NSW to provide Level 1 IT support across internal customers, handling incidents and service requests with a focus on delivering excellent customer service.

As part of a national IT team, you will work with SAP and identity management, participate in after-hours roster, and collaborate with global teams to ensure reliable technology services while contributing to documentation and continual improvement.

Qualifications

• Experience with IT Service Desk, Desktop Support, or Systems Administration.
• Exposure to ServiceNow or similar ITSM/ticketing platforms.
• Strong Windows and Microsoft 365 support experience.
• Experience with Active Directory and user account administration.
• Experience supporting Windows 11, Outlook, Azure Virtual Desktop, and Thin Client environments.
• Knowledge of Teams telephony, mobile devices, and end-user technologies.

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 new 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

Skills

Customer service

Troubleshooting

Communication

Time management

Problem-solving

Independent worker

Education

Diploma or tertiary IT qualification

Microsoft certifications

Tools

ServiceNow

Active Directory

SAP

Azure Virtual Desktop

Microsoft 365

Job description

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 new 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 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.

Experience

• Exposure to ServiceNow (strongly preferred) or similar ITSM/ticketing platforms.
• Experience in IT Service Desk, Desktop Support, or Systems Administration.
• Strong 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.
• Self-motivated, proactive, and comfortable working independently or as part of a team.
• Resilient under pressure and adaptable to changing priorities.

Please note that shortlisted candidates will be asked to complete an online video interview as part of the recruitment process.

What We Offer

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.

Our benefits include:

• Competitive remuneration package.
• Ongoing learning and development opportunities.
• Career growth pathways within a national and global organisation.
• Access to our employee benefits and discount programs.
• Health and wellbeing initiatives for employees and their families.
• Novated leasing options.
• Paid parental leave and family-friendly policies.
• A safety-first culture that values inclusion, collaboration, and respect.
• The opportunity to work with modern technologies and a highly experienced IT team.

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.

Applicants must have full Australian working rights.

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