Hybrid Service Desk Specialist – 24/7 Support Pro

Infosys Limited; Melbourne; Hybrid; AUD 97,000 - 105,000; Full time

Benefits offered by this job

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements (hybrid)

Health Insurance Discount

Well-being Program

Fitness and Gym Membership

Job summary

Infosys Limited in Melbourne/Sydney is seeking a Service Desk Specialist to deliver first‑line support to customers, logging issues, diagnosing faults, and ensuring First Call Resolution in a fast-paced telecom environment.

The role requires 3+ years in service desk operations, strong customer-facing skills, and collaboration with Network, Security and Data Infrastructure teams. Hybrid work arrangements are available, subject to case review; salary ranges are provided in the posting.

Qualifications

• Over 3+ years of experience in Service Desk operations management and customer facing roles.

Responsibilities

• Act as the primary point of contact for all customer issues and deliver strong service across voice and digital channels.
• Take full ownership of incidents, requests, disputes, and orders through to resolution; escalate per processes.
• Log, update and manage incidents and requests across service desk systems; contribute to knowledge articles and SOPs.
• Adhere to SLAs and documented processes; maintain accuracy of case notes and resolutions.
• Identify gaps in processes and content and provide input for continuous improvement.

Skills

Telecom infrastructure knowledge

Network & Security collaboration

Mobility services experience

Fixed Voice Services understanding

Copper Voice/Data familiarity

NBN technologies knowledge

Satellite Phone Services experience

Customer service excellence

Dispute resolution

Multi-tasking in high-volume desk

Job description

Infosys Limited in Melbourne/Sydney is seeking a Service Desk Specialist to deliver first‑line support to customers, logging issues, diagnosing faults, and ensuring First Call Resolution in a fast-paced telecom environment.

The role requires 3+ years in service desk operations, strong customer-facing skills, and collaboration with Network, Security and Data Infrastructure teams. Hybrid work arrangements are available, subject to case review; salary ranges are provided in the posting.