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.

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Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Role Description

Service Desk Specialist

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

Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes

Versatile working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

Role Description





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.

Roles and Responsibilities

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

📌 Service Desk Specialist (Melbourne)
🏢 Infosys
📍 Melbourne