Enterprise IT Help Desk Specialist — Hybrid (Australia)

Infosys Limited; Melbourne, Sydney; Hybrid; AUD 83,000 - 88,000; Full time

Benefits offered by this job

Income protection insurance

Parental and volunteer leaves

Employee assistance program

Hybrid work arrangement

Health discount & well-being program

Gym memberships

Salary packaging

Job summary

Infosys Limited is seeking a Customer Service Desk Specialist to support enterprise mobile services across Australia. You will triage incidents, manage tickets, and maintain SLA/KPI quality while handling calls and emails from large-scale enterprise customers.

Location: Anywhere in Australia (Sydney, Perth, Melbourne preferred). The position offers hybrid working arrangements and a salary range of AUD 82,544 to 87,992 gross annually.

Qualifications

• 2–3 years of Customer Service/Helpdesk experience.
• Excellent communication and interpersonal skills.
• Minimum two years' residency in Australia.
• Ability to work flexible hours on a 12×5 roster, including non-national public holidays.

Responsibilities

• Incident & Request Management (ITIL): act as first point of contact for enterprise customers via phone & email; log, categorise, prioritise, and resolve tickets in the ITSM tool.
• Telephony Operations: handle inbound/outbound calls via Genesys Cloud; maintain accurate agent status and follow call-handling standards.
• Follow defined business processes; coordinate transfers between integrated Service Desk platforms.
• Monitor queues, SLA/KPI attainment, and ticket aging; contribute to monthly reporting and proactive maintenance templates.
• Maintain documentation quality and follow roster/Teams channel norms.

Skills

Customer service

Helpdesk experience

Communication

Australian residency

Job description

Infosys Limited is seeking a Customer Service Desk Specialist to support enterprise mobile services across Australia. You will triage incidents, manage tickets, and maintain SLA/KPI quality while handling calls and emails from large-scale enterprise customers.

Location: Anywhere in Australia (Sydney, Perth, Melbourne preferred). The position offers hybrid working arrangements and a salary range of AUD 82,544 to 87,992 gross annually.