Service Desk Specialist

About the role

Heidelberg Materials Australia is looking for a customer-focused, technically capable Service Desk Specialist to join its IT team in Parramatta, NSW. As the first point of contact for IT support, you will deliver Level 1 technical support to internal customers, work within a national IT team and collaborate with global support teams to keep technology services running reliably.

Key responsibilities

• Provide first-level technical support by phone, remote assistance and ticketing systems
• Create, manage and resolve support tickets within agreed service levels
• Escalate incidents and service requests to Level 2 and 3 teams
• Perform daily proactive system health checks and monitor business applications
• Support the rollout of new technologies and assist users in using business systems
• Manage user accounts, moves, adds and changes in SAP and identity management systems
• Support business continuity, disaster recovery, major incident management and business communications
• Maintain support documentation, FAQs and standard operating procedures
• Work an after-hours roster, including Saturday shifts and on-call weeknights and weekends

Required profile

• Experience in IT Service Desk, Desktop Support or Systems Administration
• 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 across time zones
• Diploma or tertiary qualification in Information Technology desirable; applicants need full Australian working rights

Required skills

• Strong Microsoft Windows and Microsoft 365 support
• ServiceNow (strongly preferred) or similar ITSM/ticketing platforms
• Microsoft certifications or relevant technical qualifications highly regarded

What we offer

• Competitive remuneration package
• Ongoing learning and development and career growth pathways
• Employee benefits and discount programs, plus health and wellbeing initiatives
• Novated leasing options and paid parental leave