Service Desk Specialist - Hybrid IT Support & First Call

Infosys; Sydney; Hybrid; AUD 90,000 - 99,000; 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

Gym memberships

Job summary

Infosys in Australia is seeking a Service Desk Specialist to deliver first‑line support for telecoms and IT inquiries. You will log, diagnose, and resolve issues, while maintaining high customer satisfaction across voice and digital channels.

The role requires 3+ years in service desk operations, strong communication, and willingness to work in a hybrid environment. Flexible shifts and a supportive team await.

Qualifications

• Over 3+ years of experience in Service Desk operations management and customer facing roles.
• Excellent written and verbal communication skills.
• Ability to read, interpret, and follow written instructions and troubleshooting guides.
• Ready to work in 24x7 shifts as per shift rosters.

Responsibilities

• Act as the primary point of contact for all customer issues.
• Deliver strong customer service across voice and digital channels.
• Take full ownership of incidents, requests, disputes, and orders through to resolution.
• Guide customers through self‑service tools and processes where appropriate.
• Adhere to documented processes, SLAs and escalate as needed.
• Document case notes and resolutions for knowledge sharing and continuous improvement.

Skills

Telco infrastructure

Fault troubleshooting

NBN tech knowledge

Mobility services

Fixed voice services

Billing issue resolution

Data services support

Copper services

24x7 shifts

Cross-team collaboration

Job description

Infosys in Australia is seeking a Service Desk Specialist to deliver first‑line support for telecoms and IT inquiries. You will log, diagnose, and resolve issues, while maintaining high customer satisfaction across voice and digital channels.

The role requires 3+ years in service desk operations, strong communication, and willingness to work in a hybrid environment. Flexible shifts and a supportive team await.