Senior IT Service Desk Specialist (L1) – 24/7 Support

Infosys BPM; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Infosys BPM in Sydney is seeking a Senior Technical Support Executive (L1 Service Desk) to provide 1st line technical support, service restoration, and guidance to users. The role requires handling incidents via phone, web, chat and email within a fast-paced ICT Service Desk environment.

Candidates should have 6-12 months of relevant experience, basic ITIL knowledge, and familiarity with SNOW or similar ticketing tools. Rotation shifts and Australia work rights are noted in the posting.

Qualifications

• 6-12 months’ work experience in Service Desk/ Tech support, remote support for laptops/desktops, LAN issues, app support, small forms.

Responsibilities

• Deliver first line support via the Service Desk; handle incidents and service requests from multiple channels.
• Provide guidance on IT issues, share knowledge within the team to improve performance.
• Troubleshoot, document and resolve incidents within agreed timelines, ensuring customer satisfaction.

Skills

Active listening

Analytical thinking

Problem solving

Ownership

Customer trust

Issue resolution

Tools

SNOW

Job description

Infosys BPM in Sydney is seeking a Senior Technical Support Executive (L1 Service Desk) to provide 1st line technical support, service restoration, and guidance to users. The role requires handling incidents via phone, web, chat and email within a fast-paced ICT Service Desk environment.

Candidates should have 6-12 months of relevant experience, basic ITIL knowledge, and familiarity with SNOW or similar ticketing tools. Rotation shifts and Australia work rights are noted in the posting.