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

Are you passionate about delivering exceptional customer support in enterprise mobility? We’re looking for a Customer Service Desk Specialist to join our team.

We’re seeking an experienced Customer Service Desk Specialist/Analyst – Enterprise Mobility to provide Help Desk support for large‑scale Unified Endpoint Management (UEM) & Enterprise Mobility Management (EMM) solutions/platforms (e.g. Microsoft Intune, VMware Workspace ONE, Ivanti Endpoint Manager, Ivanti Neurons)



and device enrolment programs (e.g. Apple Automated Device Enrolment ADE, Samsung Knox Mobile Enrolment KME, Android Zero Touch Enrolment ZTE). You will triage incidents and service requests, assist with device enrolment and basic Mobile Device Management (MDM) actions, support major incident processes, and maintain ticket quality and SLAs/KPIs.

Location

Melbourne, Sydney

Salary

82,544- 87,992 AUD 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.

Roles And Responsibilities

- Incident & Request Management (ITIL): Act as first point of contact for enterprise customers via phone/portal/email; log, categorise, prioritise, and resolve tickets in the ITSM tool (e.g., ServiceNow). Manage pending/shared queues and the apply ticket lifecycle best practices
- P1/P2 & Major Incident Support: Assign and elevate P1/P2 alerts; engage Major Enterprise Incident Management as per playbook. Follow defined business ‑ hours vs after ‑ hours processes, coordinate transfers between integrated Service Desk platforms.




- Telephony Operations: Handle inbound/outbound calls via Genesys Cloud or similar tool; maintain accurate agent status and follow call ‑ handling standards.
- Device Enrolment: Enterprise Mobility (UEM/MDM): Assist with device enrolment and basic checks across Samsung KME, Apple ADE, and Google Zero ‑ Touch. Perform first ‑ line MDM/MAM tasks (policy/compliance review, remote actions under guidance).
- Service Quality, Reporting & Hygiene: Monitor personal queues, SLA/KPI attainment, and ticket ageing; contribute inputs to customer monthly reporting and proactive maintenance schedules/templates. Use approved knowledge sources, customer profiles, and templates; maintain documentation quality and follow roster/Teams channel norms.
- Work bulk‑ticket queues, manage assigned workload, and complete structured follow‑ups with clean handovers.

Essential

- Bachelor’s or master’s degree in computer science, Information Technology, or a related field
- Over 5 years of experience in Enterprise Mobility Management, Service Desk support or L2 Operations support within large scale, regulated environments (e.g., Telco, Enterprise, Government).
- Australian Citizenship or Permanent Residency required.

Preferred

- Prior working experience in Operations support within large scale, regulated environments (e.g., Telco, Enterprise, Government)
- Excellent communication and interpersonal skills, enabling effective collaboration with stakeholders at all levels.
- ITIL Foundations: Explicit understanding of incidents vs requests, ticket lifecycle concepts, and ITSM

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📌 Customer Service Specialist (Melbourne)
🏢 Infosys
📍 Melbourne