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

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

Role Description:

We’re looking for a Customer Service Desk Specialist to join our team. We’re seeking an experienced Customer Service Desk Specialist to provide Help Desk support for large-scale Enterprise Customer’s Mobile services. You will triage incidents and service requests, and maintain ticket quality and SLAs/KPIs.

Location: Anywhere in Australia (Sydney, Perth, Melbourne preferred)

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

Adaptable 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 & email; log, categorise, prioritise, and resolve tickets in the ITSM tool
- Telephony Operations: Handle inbound/outbound calls via Genesys Cloud, maintain accurate agent status and follow call‑handling standards.
- Follow defined business processes, coordinate transfers between integrated Service Desk platforms.
- 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.

Essential:

- Atleast 2-3 years of Customer Service/ Customer helpdesk Experience.
- Excellent communication and interpersonal skills, enabling effective collaboration with stakeholders at all levels.
- Minimum two years' residency in Australia.




- Ability to work flexible hours and be part of a team operating on a 12×5 roster, including non national public holidays.

Preferred

- Prior working experience in Customer Operations support within large scale, regulated environments (e.g., Telco, Enterprise, Government)
- Telephony Proficiency: Familiarity with contact centre call handling and presence management.
- Incident Awareness: Familiarity with high-priority incident management, assignment/escalation flows.

ADDITIONAL

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

Recruitment and selection process

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Information for Candidates with Disabilities

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following e

📌 Customer Service Specialist (Western Australia)
🏢 Infosys
📍 Western Australia