Senior Service Desk Specialist

We are seeking a driven and customer-focused Senior Service Desk Specialist to join our Digital 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.

What Youll Do

• 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 maximise 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.

What Youll Bring

• 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 Drivers license

Due to the expected high volume of applications please note that as part of the recruitment process you will be asked to complete a one-way video interview.

Our Benefits

At Heidelberg Materials we understand that your well-being and professional growth are essential. We offer a unique in-house benefits program where you can unlock endless savings for you and your family through our Material Benefits employee program. Take the pressure of home life with incredible discounts that truly make a difference.

You also receive access to the following:

• Salary Sacrifice: Take control of your finances by saving on technology and work-related items through our salary sacrifice program.
• Learning and Development: Fuel your career ambitions with our extensive learning and development opportunities enabling you to unlock your full potential.
• Paid Parental and Grandparent Leave: We support your family life with generous paid leave options helping you cherish those precious moments with loved ones.
• Discounted Concrete & Quarry Products: Save on your home improvement projects with exclusive discounts on concrete and quarry products.
• Novated Leasing: Drive your dream car for less through our partnership with TFM offering fantastic discounts on vehicles.
• Health and Well-being: Prioritise your health with discounted health insurance access to retail outlets and affordable gym memberships.
• Car Hire Discounts: Enjoy savings on car rentals through our exclusive car hire discounts.
• Electronics: Enjoy a 10% discount on a variety of products from JB HiFi.

Heidelberg Materials Australia is an equal opportunity employer and we employ people from all walks of life. Were all individuals 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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