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MBA in HR | Process Specialist at Infosys BPM ABOUT US Infosys BPM ( 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 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.
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 contributor providing organizational-related support or service (administrative or clerical) OR roles operating in a "hands-on" environment in support of daily business activities.
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. Provide efficient and professional technical assistance to business with the service desk via the phone or the portal. Work 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. 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. Technical Skills required: - Experience in using ITSM tools essential (e.g., ServiceNow, ConnectWise manage). Experience in supporting retail technical environments highly advantageous. 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. 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 one time. Customer-focused, positive, and professional manner. Ability to be part of the on-call roster including weekend shifts. Work Experience: - 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 goals. Willing and able to develop competency across a broad range of system tools. 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. Seniority level Entry level Employment type Full-time Job function Analyst and Other Industries IT Services and IT Consulting #J-18808-Ljbffr