About this role At CSR, we're building a better future together. We are a team of 2,600 people across Australia and New Zealand, and we are all collaborating every single day towards a shared purpose - 'Building solutions for a better future'. As a leading Australian Manufacturing business, we're at the forefront of developing innovative, sustainable, and high performing building products and systems. At CSR, we put people first. We are committed to creating a safe, respectful, supportive, and inclusive working environment that enables everyone to feel valued, grow and truly thrive. We are committed to providing equal opportunity for everyone and welcoming people of all backgrounds, identities, experiences, abilities,and life stage. About the role Interface with CSR and SG IT teams to translate new technologies and workflows into practical Helpdesk processes and documentation. Manage complex technical issues and proactively identify and resolve business-wide technical and workflow challenges. Provide expert technical support and guidance across IT systems, applications, and processes for internal users. Act as the Level 1 support subject‑matter expert, maintaining strong knowledge of Helpdesk procedures and best practices. Deliver excellent customer service through timely updates, effective communication, and an empathetic approach. Accurately triage, classify, prioritise, and document incidents and service requests, escalating or resolving efficiently. Ensure Helpdesk processes (including P1/P2) are followed and contribute to departmental goals, documentation updates, training, and continuous improvement. Support the Customer Support Manager by assisting with training, scheduling, documentation refreshes, and stepping into operational responsibilities when required. What you bring to the role Degree in business, technology, or equivalent enterprise experience (minimum 3 years). Strong customer empathy with solid understanding of IT Service Management principles. Strong analytical, critical thinking, problem‑solving, and decision‑making skills. Excellent organisational skills with the ability to manage high call volumes, prioritise tasks, and meet KPIs/SLAs. Clear and professional communication skills, both written and verbal, with strong interpersonal ability. Advanced technical knowledge across Windows OS, MS Office 365, Outlook, LAN/WAN technologies, SOE concepts, and Active Directory. Strong understanding of IT policies, systems, and procedures, with a methodical and thorough approach to all tasks. Ability to build effective working relationships, manage conflict diplomatically, and ideally bring SAP knowledge/experience. What we offer We strive to support your professional and personal growth. Here are some of the perks you'll enjoy as part of the CSR team: Supportive and collaborative culture that fosters innovation and inclusion. You'll be surrounded by talented colleagues who are passionate about their work and committed to helping each other succeed. Care and wellbeing offer includes up to 15 weeks of paid parental leave, 52 weeks of superannuation payment, and access to an employee assistance program. Rewarding career with on-the-job learning, development, and upskilling opportunities within and across our brands How to Apply: Just click on the Apply for this job button. We encourage you to apply even if you don't meet 100% of the requirements. If you're passionate about making a positive impact and you see yourself in this role, we'd love to hear from you! To find out more about us, visit www.csr.com.au
