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Desktop Engineer

Infosys - Sydney, NSW

Source: uWorkin


About Infosys

Job Description

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 countries to navigate their digital transformation. With over three 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 the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.


title: Desktop Support Engineer

Major accountabilities of the position

Coordination of technical support:

  • Desktop Support Engineer will provide as 2nd Line deskside assistance supporting all back-office business areas including Senior Executives.
  • Investigate, diagnose and resolve incidents and problems using Remedy (following the ITIL framework) liaising with 3rd line teams to ensure timely resolution of complex IT issues, to ensure delivery of service to the business.
  • Managing support enquiries escalated from 1st Line actioning Incidents and Servicing Requests.
  • Provide 1st level Market Data Support (Bloomberg and Reuters Products).
  • Co-ordinate with various external vendors in terms of support and delivery.
  • Managing and Coordinating software installation, application configuration, hardware deployments and procurement duties as required.
  • Responsible for providing 2nd Line end user support for workplace technologies such as Desktop, Email, Voice, Mobile and Video Conferencing.
  • Provide 1st level application support in house and external.
  • Delivering projects, service improvements and being able to manage demanding stakeholders’ expectations will be a key part of this role.
  • Coordination with Regional counterparts as required for IT related issues – ASIA, EMEA. Incident and problem management:
  • Deliver the information required to resolve incidents and the fulfilment of service requests to ensure the successful resolution of incidents to the benefit of the customer.
  • Log, correctly classify and keep current all problems via the Incident Management System, to ensure the integrity of call data and problem management analysis.
  • Liaise with the IT Service Delivery Manager regarding potential problems, to identify the root cause and reduce the number of incidents experienced by the business.
  • Responsible to co-ordinate and triage issues to application, Infrastructure and SDI Teams.
Best practice and compliance:
  • Process all calls via phone and e-mail in line with the current call logging procedures, call priorities and escalation procedures to promote best practice.
  • Enter incident data according to required standards to ensure continuous improvement and resolution of incidents in a timely manner.
  • Identify service improvement initiatives, to ensure process improvement.
  • Ensure knowledge is documented for individual and team benefit and promote best practice.
  • Work with integrity to ensure we meet business expectations as a support function. Service delivery:
  • Maintain a professional approach, to ensure a high level of call quality and service delivery
  • Accountable for achieving individual KPIs specific to the Desktop Support domain, to ensure the defined internal KPIs are achieved.
Log, correctly classify and assign to relevant support group to ensure service level agreements are met and on-going quality service is delivered to the business Inform customers on their individual ticket status to ensure customers are appropriately informed of progress to schedule.
  • Participate in adhoc projects/initiatives under the direction of the IT Service Delivery Manager. Position requirements
Key Competencies Technical Skills: ▪ Good knowledge of Microsoft based Applications. ▪ Experience in Windows 7/10 Desktop O/S Environments. ▪ Good knowledge of O365/Exchange and Office Suite of applications. ▪ Hardware – HP, Toshiba, Ricoh. ▪ Voice/Telephony Support – Avaya, Polycom ▪ Mobile Device – IPhone/IPad. ▪ RSA/VPN/Citrix systems. ▪ Experienced supporting Video Conferencing and high-profile business IT events. ▪ Active Directory knowledge. ▪ BMC Remedy ticketing system. (Incident/problem) ▪ SCCM knowledge. ▪ Bloomberg and Reuters applications. ▪ Knowledge with VDI and Remote Access Solutions.

Non-Technical/Soft Skills: Assertive, confident and proactive. ▪ Customer Service Orientated. ▪ Excellent oral and written communication skills. ▪ Team Player/Positive attitude. ▪ Ability to work unsupervised. ▪ Flexible/adaptable to fit business needs.


And Experience Experience
  • Minimum 3 years working in a dynamic and fast paced environment in customer facing support role is essential.
  • Regional experience supporting multi sites across Asia.
  • Successful applicant must come from a Banking environment with proven experience growing and maturing IT operations.
  • Strong technical skillsets across Windows Desktop environments.
  • Strong analytical and problem-solving skills investigating to root cause.
  • Education:
  • Degree/Diploma in IT or equivalent.
  • ITIL certification would be an advantage.
  • Industry recognised IT certifications i.e. Microsoft is desirable.
Other Relevant Facts About This Position
  • Depending on performance and interest the ability to progress into different areas of IT, there may also be the need to support Front office business where necessary and cross training will be provided.
  • Shift timings/lunch timings may change depending on business and support coverage needs.
  • Desktop Support Operational hours are from 7am - 7pm on weekdays. (Rotating Shift Pattern)
  • Public Holiday Cover and adhoc weekend coverage will need to be provided on a rota basis.
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.

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 only on Infosys_ta@infosys.com or 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 vendors. In 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.



State / Region / Province

New South Wales

Work Location


Interest Group

Infosys Limited



Technology|Infrastructure-Transformation|Desktop Virtualization and optimization


ITL Australia