Senior Technical Support Executive – Service Desk (L1)

About the role

Infosys BPM is seeking a Senior Technical Support Executive to join its Melbourne Service Desk team. You will provide first‑level technical assistance, restore services, and fulfill user requests while ensuring high availability and performance of IT systems.

Key responsibilities

• Deliver 1st‑level support for laptops, desktops, LAN, and application issues.
• Resolve incidents and service requests within defined timelines using a systematic, analytical approach.
• Utilise ticketing tools (ServiceNow or similar) to log, track, and close tickets.
• Provide remote support for Windows (XP‑10), iOS, Android, and Microsoft 365 applications.
• Participate in 24/7 rotational shift coverage to maintain continuous service.

Required profile

• 6‑12 months experience in a Service Desk or technical support environment.
• Strong analytical and problem‑solving abilities with attention to detail.
• Excellent listening skills and the ability to build trust with customers.
• Ownership mindset and ability to work independently.

Required skills

• Intermediate knowledge of Windows OS (XP‑10) and common browsers.
• Proficiency with Microsoft Office suite, O365, Outlook (2013‑19), Skype for Business, Microsoft Teams, SharePoint, and OneDrive for Business.
• Familiarity with iOS and Android platforms.
• Basic ITIL understanding.
• Experience with ServiceNow (SNOW) or similar ticketing tools.

What we offer

• Permanent full‑time contract.
• Competitive benefits and a supportive work environment.
• Opportunities for professional growth within a global BPM leader.