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Role: - Senior Technical Support Executive (L1 Service Desk)

Location: - Sydney

Status - Permanent Full-Time role

Rotational Shifts - 24*7 Support

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 1 st level technical support, service restoration, fulfillment of service requests 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. Execute transactions as per prescribed timelines.

Required skill set

Analytical and Problem-solving skills

• Active 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

o Quickly build trust and confidence with customer

- Own and resolve customer issues efficiently, effectively and empathetically

Mandatory requirement for experienced candidates:

• 12-18 months' work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

• Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)

• Basic ITIL knowledge

• Ticketing tool SNOW or Any other tool

• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business

• 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

About Infosys

https://www.infosys.com

Size: 10,000+ employees
Industry: Consulting

View company profile

Perks and Benefits

Health and Wellness
- Health Insurance
- Life Insurance
- HSA
- Short-Term Disability
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- On-site/Nearby childcare
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
Financial and Retirement
- 401(K)
- Relocation Assistance
Office Life and Perks
- Commuter Benefits Program
Professional Development
- Learning and Development Stipend
Diversity And Inclusion
- Employee Resource Groups (ERG)