Process Specialist

Infosys BPM Ltd.; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Infosys BPM is seeking a Technical Process Specialist (Service Desk) on a permanent full-time basis in Melbourne, Australia. The role requires handling customer issues across voice and digital channels, taking ownership from first contact to resolution, and aligning with SLAs and documented processes.

Applicants must have Australia work rights and be prepared for 24x7 shifts. Core duties include instrumenting robust incident management, guiding users through self-service tools, and contributing

Qualifications

• Experience in service desk operations and customer facing roles.
• Ability to handle incidents, requests, disputes from first contact to resolution.
• Comfort with working in a fast-paced, high-volume environment.

Responsibilities

• Act as the primary point of contact for all customer issues.
• Deliver strong customer service across voice and digital channels.
• Take ownership of incidents, requests, disputes, and orders through to resolution.
• Guide customers through self-service tools and processes when appropriate.
• Adhere to processes, SLAs, and ensure First Call Resolution outcomes.

Skills

Customer service excellence

Incident management

Troubleshooting

Communication

Stakeholder engagement

Service Desk experience

24x7 shift readiness

Documentation & knowledge base

Tools

ITSM tools

Job description

Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re‑engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.

Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR‑specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry‑leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

Role: - Technical Process Specialist (Service Desk)

Status – Permanent Full-Time role

NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.

Roles and Responsibilities:

Customer Service & Case Ownership:

• Act as the primary point of contact for all customer issues.
• Deliver consistently strong customer service across voice and digital channels.
• Take full ownership of incidents, requests, disputes, and orders through to resolution.
• Handle difficult or challenging customer interactions professionally, using strong dispute resolution skills.
• Guide customers through self-service tools and processes where appropriate.

Operational Excellence:

• Lead by example within the Service Desk team with a customer-first mindset.
• Ensure adherence to documented processes, work instructions, and SLAs.
• Monitor workload, prioritize tasks effectively, and ensure efficient multitasking across multiple cases.

Systems & Process Management:

• Accurately log, update, and manage incidents, requests, and customer interactions across service desk systems in accordance with defined processes
• Adhere strictly to established Service Desk procedures, workflows, and escalation paths to support consistent service delivery and First Call Resolution outcomes
• Actively contribute to the documentation and maintenance of processes, use cases, and case studies, including the creation and updating of Knowledge Articles, Work Instructions, Standard Operating Procedures (SOPs), and other team reference materials
• Ensure all case notes, resolutions, and customer communications are clearly documented to support knowledge sharing and continuous service improvement
• Identify gaps or inefficiencies in processes and knowledge content and provide feedback for ongoing optimization.

Required Skills & Experience:

Technical Skills:

• Solid understanding of Australian telecommunications infrastructure, with experience diagnosing and resolving telecommunications faults
• Ability to work effectively with Network, Security, Cloud & Data Infrastructure resolver teams for issue triage, collaboration, and escalation
• Knowledge of Telecommunications Carriage Services, including fault identification, incident handling, and service assurance
• Experience supporting Mobility services, including mobile voice and data troubleshooting
• Strong understanding of Fixed Voice Services (post-sales support), including fault diagnosis, service changes, and customer enquiries
• Exposure to Network Billing concepts, including usage analysis and billing issue resolution
• Hands‑on experience with Enterprise Data Services, supporting business customer connectivity and performance issues
• Knowledge of Copper Voice Services and Copper Data Services, including fault isolation and service restoration
• Familiarity with all NBN technologies (FTTP, FTTN, FTTC, HFC, Fixed Wireless), including connectivity and performance troubleshooting
• Experience supporting Satellite Phone Services, including activation, fault handling, and service enquiries

Customer Service & Operational Skills:

• Exceptional customer service skills, with genuine enjoyment of handling customer calls
• Strong multitasking capability in a high-volume, fast-paced service desk environment
• Ability to read, interpret, and strictly follow written instructions, procedures, and troubleshooting guides
• Strong sense of accountability and ownership for customer issues from first contact through to resolution or escalation
• Process-oriented mindset with high attention to detail
• Proven experience handling disputes and difficult customer interactions
• Ability to balance customer advocacy with business and process requirements

Communication & Systems Skills:

• Confident and professional communicator with the ability to engage both technical and non-technical stakeholders
• Strong systems proficiency, with the ability to quickly learn and adapt to new platforms, tools, and workflows
• Over 3+ years of experience in Service Desk operations management and customer facing roles.
• Ready to work in 24X7 shifts as per shift rosters.
• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem-solving skills.

Preferred:

• Prior working experience in the Australia public sector
• Prior experience in NOC Service Desk

Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.

We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to [e-mail]