Job Description
Role: - Technical Support Specialist (L1 Service Desk)
Location: - Melbourne
Status – Permanent Full-Time role
Rotational Shifts – 14*7 Coverage by the team
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 request 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.
Executes transactions as per prescribed timelines.
Provide 1st measure analysis of issues and inputs for problem management.
Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling.
Required skill set
Analytical and Problem solving skillsActive 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:Min.
24 months' work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Preferred ITILTraining/certifications
Ticketing tool SNOW or Any other tool
Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
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
Intermediate knowledge of Network collaborations & VPN T/S
Basic networking knowledge
Additional Preferred skills:
PBX Administration Avaya or similar
Anti-Virus & IT Security best practices implementation & administration
Process compliance Knowledge of the ITIL Framework
Knowledge of McAfee products
Time Management Skills
Being proactive and show the utmost respect for customer's time




Good time management, ensuring all contacts with customers add value
Ability to Multitask
Communication & Relationships Skills
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
Offering advice to end users on all IT related areas.
This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge
Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Broad knowledge of IT products, services and terminology
Identification of problems and solutions
Analysis of data
Presentation of technical functionality to a non-technical audience
Working knowledge of MS Office products
General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
Ability to work as pat of a team or on own initiative.
Proactive
Self-Motivated
Flexible
Job duties and responsibilities
To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.
Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
Actively troubleshoot to identify, assess, record, resolve and / or escalated incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
To participate in an on call rota, providing a 24 hours, first line support service to users.
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;




Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and effective manner;
Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times
Education and other requirement
Engineering Graduate/ B.Sc.
Computer Science / or Graduate with any technical degree/ diploma required.
ITIL trained preferred
Willingness to work in rotational shifts
ABOUT US
Infosys BPM( business process outsourcing subsidiary of Infosys, was set up in April ****.
Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering.
Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.
Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations.
Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years.
The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices.
The company's senior leaders contribute widely to industry forums as BPM strategists.
Infosys BPM is committed to creating a diverse and inclusive working environment.
We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.
We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability.
If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on ************ or email ******
We reserve the right to withdraw this advertisement prior to the closing date.
We respectfully request agencies not to forward unsolicited resumes unless requested.

📌 Senior Technical Support ExecutiveService Desk) (Victoria)
🏢 Archived
📍 Victoria