Customer Service Specialist
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Job Summary
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 AIfirst organization we empower our people to work on nextgeneration technologies continuously learn and create impact at scalesupported by a culture rooted in care inclusion and excellence.
Join Infosys and be part of a culture thats not just promisedits certified. #TopEmployer2026 #ThriveAtInfosys
Visit see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Role Description: Are you passionate about delivering exceptional customer support in enterprise mobility Were looking for a Customer Service Desk Specialist to join our team.
Were seeking an experienced Customer Service Desk Specialist/Analyst Enterprise Mobility to provide Help Desk support for largescale Unified Endpoint Management (UEM) & Enterprise Mobility Management (EMM) solutions/platforms (e.g. Microsoft Intune VMware Workspace ONE Ivanti Endpoint Manager Ivanti Neurons) and device enrolment programs (e.g. Apple Automated Device Enrolment ADE Samsung Knox Mobile Enrolment KME Android Zero Touch Enrolment ZTE). You will triage incidents and service requests assist with device enrolment and basic Mobile Device Management (MDM) actions support major incident processes and maintain ticket quality and SLAs/KPIs.
Location: Melbourne Sydney
Salary:AUD Annual Gross
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements based on internal company processes
Flexible 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:
Preferred:
ADDITIONAL
Hear from our recruiter on their experience working with Infosys as an Employer
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 email or call 1-. Alternatively you can include your preferred method of communication in email and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process Infosys does not accept any unsolicited resumes from third-party the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
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 AIfirst organization we empower our people to work on nextgeneration technologies continuously learn and create impact at scalesupported by a culture rooted in care inclusion and excellence.
Join Infosys and be part of a culture thats not just promisedits certified. #TopEmployer2026 #ThriveAtInfosys
Visit see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Role Description: Are you passionate about delivering exceptional customer support in enterprise mobility Were looking for a Customer Service Desk Specialist to join our team.
Were seeking an experienced Customer Service Desk Specialist/Analyst Enterprise Mobility to provide Help Desk support for largescale Unified Endpoint Management (UEM) & Enterprise Mobility Management (EMM) solutions/platforms (e.g. Microsoft Intune VMware Workspace ONE Ivanti Endpoint Manager Ivanti Neurons) and device enrolment programs (e.g. Apple Automated Device Enrolment ADE Samsung Knox Mobile Enrolment KME Android Zero Touch Enrolment ZTE). You will triage incidents and service requests assist with device enrolment and basic Mobile Device Management (MDM) actions support major incident processes and maintain ticket quality and SLAs/KPIs.
Location: Melbourne Sydney
Salary:AUD
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements based on internal company processes
Flexible 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/portal/email; log categorise prioritise and resolve tickets in the ITSM tool (e.g. ServiceNow). Manage pending/shared queues and the apply ticket lifecycle best practices
- P1/P2 & Major Incident Support: Assign and escalate P1/P2 alerts; engage Major Enterprise Incident Management as per playbook. Follow defined businesshours vs afterhours processes coordinate transfers between integrated Service Desk platforms.
- Telephony Operations: Handle inbound/outbound calls via Genesys Cloud or similar tool; maintain accurate agent status and follow callhandling standards.
- Device Enrolment: Enterprise Mobility (UEM/MDM): Assist with device enrolment and basic checks across Samsung KME Apple ADE and Google ZeroTouch. Perform firstline MDM/MAM tasks (policy/compliance review remote actions under guidance).
- Service Quality Reporting & Hygiene: 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.
- Work bulkticket queues manage assigned workload and complete structured followups with clean handovers.
- Bachelors or masters degree in computer science Information Technology or a related field
- Over 5 years of experiencein Enterprise Mobility Management Service Desk support or L2 Operations support within large scale regulated environments (e.g. Telco Enterprise Government).
- Australian Citizenship or Permanent Residency required.
Preferred:
- Prior working experience in Operations support within large scale regulated environments (e.g. Telco Enterprise Government)
- Excellent communication and interpersonal skills enabling effective collaboration with stakeholders at all levels.
- ITIL Foundations: Clear understanding of incidents vs requests ticket lifecycle concepts and ITSM best practice.
- Major Incident Awareness: Familiarity with P1/P2 assignment/escalation flows EIM engagement and different after-hours vs business hours handling.
- Telephony Proficiency: Familiarity with contact centre call handling and presence management.
- Hands on experience supporting Unified Endpoint Management (UEM) & Enterprise Mobility Management (EMM) solutions/platforms (e.g. Microsoft Intune VMware Workspace ONE Ivanti Endpoint Manager Ivanti Neurons) and device enrolment programs (e.g. Apple Automated Device Enrolment ADE Samsung Knox Mobile Enrolment KME Android Zero Touch Enrolment ZTE). Capable of performing first line Mobile Device Management (MDM) and Mobile Application Management (MAM) tasks
- Service Quality & Documentation: Strong ticket hygiene SLA/KPI awareness and contribution to knowledge articles and monthly reporting inputs.
ADDITIONAL
- Excellent customer-facing skills
- Excellent written and verbal communication skills
- Strong attention to detail and outstanding analytical and problem-solving skills.
- 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
Hear from our recruiter on their experience working with Infosys as an Employer
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 email or call 1-. Alternatively you can include your preferred method of communication in email and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process Infosys does not accept any unsolicited resumes from third-party the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
Required Experience:
IC
About Company
Welcome to Infosys Careers for Experienced Professionals As a leading provider of next-generation consulting, technology and outsourcing solutions, we are dedicated to helping organizations in over 46 countries to renew their core and simultaneously innovate into new frontiers. Whilst ... View more
