Technology Support Executive

Infosys; Sydney; On-site; AUD 50,000 - 65,000; Full time

Job summary

Infosys is seeking a Senior Technical Support Executive (L1 Service Desk) in Sydney to provide first-level technical support, service restoration, and user guidance for maximum system availability. The role operates on a 24x7 shift pattern with permanent, full-time status.

Applicants must have Australia work rights and visa eligibility. The ideal candidate will demonstrate strong analytical and problem-solving skills, experience in service-desk environments, and familiarity with Windows OS,

Qualifications

• 12–18 months of service desk/tech support experience.
• Intermediate knowledge of iOS, Android and Windows.
• Basic ITIL knowledge.
• Ticketing tool such as ServiceNow.
• Experience with OS, browsers, MS Office 365, Outlook, Skype for Business, Teams, SharePoint and OneDrive for Business.
• Experience in a busy ICT Service Desk environment.

Responsibilities

• Provide 1st level technical support and service restoration.
• Fulfill service requests and advise users to ensure availability and performance.
• Follow prescribed procedures and timelines for transactional work.

Skills

Active listening

Questioning

Attention to detail

Root cause analysis

Problem solving

Ownership & accountability

Customer trust

Empathy

Quick thinking

Team collaboration

Tools

ServiceNow

Job description

Role: - Senior Technical Support Executive (L1 Service Desk)

Location: - Sydney

Status – Permanent Full-Time role

Rotational Shifts – 24*7 Support

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

JOB DESCRIPTION:

Position Summary

Provide 1st level technical support, service restoration, fulfillment of service requests and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per prescribed timelines.

Required skill set

Analytical and Problem-solving skills

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
• Quickly build trust and confidence with customer
• Own and resolve customer issues efficiently, effectively and empathetically

Mandatory requirement for experienced candidates:

• 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
• Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
• Basic ITIL knowledge
• Ticketing tool SNOW or Any other tool
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
• Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions