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Service Desk Specialist

Heidelberg Materials
Parramatta, AUS
Full-time
Mid
Onsite
Discovered 2 weeks ago
azuresapservicenow

Full Job Posting

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.
  • 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.
  • 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.

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.
  • We'll Make It Happen.

Preferred Qualifications

  • Exposure to ServiceNow (strongly preferred) or similar ITSM/ticketing platforms.

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