Associate Consultant

Customer Service Desk Specialist – Enterprise Mobility

Are you passionate about delivering exceptional customer support in enterprise mobility? We're looking for a Customer Service Desk Specialist to join our team. You will provide Help Desk support for large-scale 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: 82,544- 87,992 AUD Annual Gross

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 business ‑ hours vs after ‑ hours 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 call ‑ handling standards.
• Device Enrolment: Enterprise Mobility (UEM/MDM): Assist with device enrolment and basic checks across Samsung KME, Apple ADE, and Google Zero ‑ Touch. Perform first ‑ line 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 bulk‑ticket queues, manage assigned workload, and complete structured follow‑ups with clean handovers.

Essential:

• Bachelor's or master's degree in computer science, Information Technology, or a related field
• Over 3 years of experience in Service Desk support or L2 Operations support within large scale, regulated environments (e.g., Telco, Enterprise, Government).
• Australian Citizenship is required.
• Minimum five years' residency in Australia.
• Open to working flexible hours and being part of a team operating on a 24×7 roster, including night shifts, weekends, and public holidays.

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:

1. Excellent customer-facing skills
2. Excellent written and verbal communication skills
3. Strong attention to detail and outstanding analytical and problem-solving skills.

In addition to compensation aligned with your role, you'll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU)

• 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

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.