Service Desk Specialist

Location: Melbourne / Sydney

Salary: AUD 90,243–98,861 Annual Gross

Flexible working arrangements (hybrid, reviewed case‑by‑case basis).

Please note: The above salary range is only indicative and may be subject to suitable enhancements, based on internal company processes.

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.

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 workplace.
- 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 experience in Service Desk operations management and customer‑facing roles.
- Ready to work in 24Ă—7 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 Australian public sector.
- Prior experience in NOC Service Desk.

Benefits

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

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

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📌 Service Desk Specialist (Melbourne)
🏢 Infosys
📍 Melbourne