ABOUT US
Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. 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.
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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 02 8913 5900 or email to bpm.anz.careers@infosys.com
Role: - Service Desk Analyst
24/7 rotating shift requirement
Location: - Melbourne
Status - Permanent Full Time
NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.
JOB DESCRIPTION: -
You will work as an individual contributors provide organizational-related support or service (administrative or clerical) OR roles operating in a "hands-on" environment in support of daily business activities (e.g., technical, production, or craft levels). The majority of time is spent in the delivery of support services or activities, typically under supervision. Work typically requires a high school degree or 1-2 year vocational training/associate degree.
- Provide phone support and follow-up support as required and as directed by Service-Desk Supervisor.
- Utilize the knowledge base, and other team members to maximize first point of call resolution where possible.
- Provide first-level analytical and procedural support for incident resolution.
- Providing efficient and professional technical assistance to business with the service desk via the phone or the portal.
- Working to achieve tight SLAs for the team
- Start escalation process and Incident management for P1 & P2 Incidents-verbally hand over to the Service Delivery team. Provide excellent customer service and communication in a friendly efficient manner.
- Review tickets logged via the service portal . Create and maintain knowledge-based articles that assist with efficient processing and troubleshooting.
- Assist with projects and uplift initiatives started by the service management team to enable better wags of working.
- Experience in using ITSM tools essential (e.g. ServiceNow, ConnectWise manage)
- Experience in supporting retail technical environments highly advantages.
- ITIL certification highly preferred.
- MS Office support experience is preferred but not essential.
- Experience with Active Directory and Azure Active Directory (AD & AAD) is preferred but not essential. Experience managing or administering ServiceNow is highly desirable.
- Excellent communication skills
- Excellent problem-solving and analytical skills
- Ability to identify areas for improvement in BAU processes Ability to work collaboratively.
- Ability to work under a rotating shift model.
- Ability to prioritize and manage multiple incidents at a one-time Customer customer-focused, positive, and professional manner.
- Ability to deliver outcomes that match promises Excellent customer service skills.
- Ability to be part of the on-call roster including weekend shifts.
- Interest and/or experience in IT Help Desk type industry
- 1-3 years' experience working in IT Support/ Helpdesk positions
- Ability to function as part of a team and contribute positively to team pools Ability to take direction from Senior teams and provide feedback & follow up a Basic understanding of the retail systems environment.
- Willing and able to develop competency across a broad range of system tools. Ability to remain calm and focused under pressure and be results-oriented.
- Customer-focused-positive, friendly, courteous, and professional demeanor with all callers
Please click on the Apply link below to upload your resume before the closing date.
We reserve the right to withdraw this advertisement prior to the closing date.
We respectfully request agencies not to forward unsolicited resumes unless requested.