Senior Service Desk Specialist
Location: Parramatta, NSW – Full-time. Job Requisition ID: JR10013576.
We are seeking a driven and customer-focused Senior Service Desk Specialist to join our Digital team. In this pivotal role, you will provide first‐level IT support to our internal customers across Australia, ensuring the smooth operation of our business‐critical systems.
Responsibilities
* Deliver exceptional IT support via phone and remote channels for internal clients.
* Perform proactive daily system checks to maintain IT health and stability.
* Participate in a 24/7 support roster, ensuring round‐the‐clock assistance.
* Manage and resolve support tickets within agreed service levels.
* Log and track incidents and service requests, escalating as needed.
* Monitor business applications and services, escalating or resolving issues promptly.
* Coordinate activation of Business Continuity and Disaster Recovery Plans.
* Support the rollout of new business applications and technologies.
* Assist users to maximize the value of business systems.
* Create and maintain IT support documentation, including FAQs and SOPs.
* Collaborate with global teams to resolve escalated support issues.
* Assist with reporting and coordinate Service Desk activities during major incidents.
* Proactive problem management – identify recurring issues or bottlenecks and implement improvements.
Qualifications and Experience
* Demonstrated experience in IT Service Desk roles, ideally in large or global organisations.
* Strong knowledge of Windows operating systems, Active Directory, and business applications (e.g., SAP).
* Experience supporting virtualised production environments (e.g., ESX).
* Familiarity with telephony (Microsoft Teams, VoIP, Android smartphones) and computer networks (SD‐WAN, 4G, Starlink, NBN).
* Excellent customer service, communication, and problem‐solving skills.
* Ability to work independently and as part of a team, with a disciplined work ethic.
* Willingness to work a 24/7 rotating roster.
* Microsoft or technical college certifications are preferred.
* Valid Australian Driver's license.
Benefits
* Salary sacrifice – take control of finances by saving on technology and work‐related items.
* Learning and development – extensive opportunities to fuel career ambitions.
* Paid parental and grandparent leave – generous paid leave options.
* Discounted concrete & quarry products – exclusive discounts for home improvement projects.
* Novated leasing – drive a dream car for less through partnership with TFM, offering vehicle discounts.
* Health and well‐being – discounted health insurance, access to retail outlets, gym memberships.
* Car hire discounts – savings on car rentals.
* Electronics – 10% discount on a variety of products from JB HiFi.
Heidelberg Materials Australia is an equal‐opportunity employer and we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, LGBTQI+ community. Full Australian work rights are required for this role.
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