Service Desk Specialist — Technical Process Lead (Australia)

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 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