Service Desk Specialist

Infosys Limited; Melbourne; Híbrido; AUD 97.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Conocimientos

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

Descripción del empleo

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence. Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys

Role Description

Service Desk Specialist

Location: Melbourne / Sydney

Salary: AUD 96,836 – 105,068 Annual Gross

Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes

Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

The Service Desk Associate is responsible for delivering first‑line support to customers by handling technical, billing, and general service enquiries in a professional and timely manner. The role focuses on providing excellent customer experience by accurately logging issues, diagnosing faults, and achieving First Call Resolution, while ensuring timely escalation when required in line with established processes. The Service Desk Associate works in a fast‑paced environment, enjoys customer interaction, and applies a solid understanding of Australian telecommunications services and basic IT infrastructure to support customer needs.

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

Essential

• Over 3+ years of experiencein Service Desk operations management and customer facing roles.
• Ready to work in 24X7 shifts as per shift rosters.
• Excellent customer‑facing skills
• 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

In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well‑being (AU)

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case‑by‑case basis)
• Health Insurance Discount and Well‑being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

Our recruitment and selection process

is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”