We have a full-time opportunity for an energetic experienced Service Desk Officer to join us in an IT Support role, based at our head office in Darra. You will be part of the IT Operations team that is the first point of contact and "face" (or voice) for IT in our business.
We are looking for a team player who is customer service focused, possesses an excellent phone manner, displays attention to detail, a keen sense of initiative and a pro-active, assertive attitude.
Your time will be spent helping employees with IT requests via phone, email and in-person as well as administrative tasks. This role is responsible for the creation, assigning and resolution of incidents and service request in accordance with work instructions, service levels and priorities. Your skills will centre around Microsoft 365, account management, mobile and desktop support. Your customer service skill set and ability to communicate well, build relationships and diagnose issues quickly is key to success in this role.
For this position, you will need to be available to work a rotating roster Monday – Friday between the hours of 6.30am - 5pm
Your Opportunity
In this role you will:
* Log, analyse and resolve incoming user incidents and requests in line with quality standards
* Monitor queues to ensure tickets adhere to Service Level Agreements (SLA) and escalate complex issues when required
* Assist with user onboarding/offboarding processes including IT equipment set up/removal
* Support hardware, systems, software and network services. Including troubleshooting issues, installations, configurations and connectivity.
* Manage IT assets from procurement, set up, billing, through to disposals
* Educate end users around computer / systems best practices
* Create and maintain knowledge base articles
* Delight customers through regular communication, be the bridge between iServices and the business to help build mutually beneficial solutions
* Participate in an active after hours On-Call roster
What You'll Bring
* Previous experience (12+months) in an IT Service Desk role
* Strong Windows 10 knowledge, experience upgrading to Windows 11 (desirable)
* Experience using Microsoft Admin Centres including Exchange, Intune, Entra, Defender, SharePoint, Teams and Azure AD
* Comprehensive understanding of Microsoft 365 applications
* Understanding of Active Directory for the purpose of end user account and mailbox administration and security group assignment.
* Hands-on experience supporting hardware, software and network services, including troubleshooting, installations, configurations and connectivity.
* Familiar with iOS, basic networking, network printing, remote support tools, AWS, Azure and virtual desktop environments
* Demonstrated experience supporting monitors, peripherals, printers, network devices, mobiles and tablets
* Knowledge of cyber security best practices
* Understanding of ITIL frameworks (incident, request, problem and change mgt)
* Previous experience (12 months plus) in an IT Service Desk role
* Excellent verbal, written & interpersonal communication skills
* You possess strong organisation and time management skills
* Enjoy the challenge of handling difficult situations and typically achieve successful outcomes
* Naturally show initiative and are comfortable to act independently to resolve issues
Why Join Cement Australia?
* Be Yourself: Be your authentic self in a diverse and dedicated workplace where we focus on achieving great results together.
* Paid Parental Leave: We offer leave options (12 weeks paid maternity leave, 1 week paid paternal leave) to support your family life, ensuring you can cherish special moments with your loved ones.
* Salary Sacrifice: Take control of your finances by saving on technology and work-related items through our salary sacrifice program.
* Novated Leasing: Drive your dream car for less through our partnership with sgfleet, offering fantastic discounts on vehicles.
* Discounted Products: Renovating? DIY'er? Save on your home improvement projects with exclusive discounts on concrete and quarry products.
* Health & Well-being: Prioritise your health with discounted health insurance (Medibank), and access to our EAP program
Who We Are
Cement Australia has been at the heart of the nation's infrastructure for decades, proudly standing as Australia's leading supplier of cementitious products and services.
With our operations now extending across all states and territories - including expanded manufacturing and distribution capabilities in Western Australia - our national footprint continues to strengthen to support Australia's growing construction and infrastructure needs.
But we're more than just cement. Our diverse operations include heavy industrial manufacturing, coal and limestone mining, bulk transport distribution, rail and shipping logistics, and innovative waste management through Geocycle, where we turn challenges into sustainable solutions.
At Cement Australia, we believe in empowering our people with the tools, support, and opportunities to make a real impact. Join a collaborative team that values work-life balance and thrives on innovation. Together, we're building a safer, healthier, and more sustainable future - driven by a shared commitment to excellence and our core values.
What Else You Need to Know
* References, a pre-employment medical and background check are part of the recruitment process.
* Cement Australia is an Equal Opportunity Employer.
* We welcome applications from Australian residents with valid working rights.
* Please note: Direct applications only—no agency submissions at this time.
Ready to Build Your Future?
Click Apply Now to take the next step with Australia's leading cement manufacturer and innovator.