Service Desk Analyst

Infosys Limited; Christchurch; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global digital services leader is seeking a Senior Business Service Desk Analyst in Christchurch, UK. This role involves providing technical support to customers and partners, ensuring high first-contact resolution rates, and operating in a hybrid work model. Ideal candidates will possess 5-8 years of experience in service desk environments, strong communication skills, and a proactive, customer-focused mindset.

Qualifications

• 5 to 8 years in a technical service desk or NOC role.
• Experience supporting enterprise environments and ticketing systems.
• Ability to work independently and collaboratively in a 24/7 environment.

Responsibilities

• Provide technical support to customer employees, partners, and vendors.
• Handle inbound customer calls, tickets, emails, and proactive alerts.
• Collaborate with Major Incident Managers for P1/P2 incidents.

Skills

Customer-centric mindset

Proactive problem-solving

Attention to detail

Strong communication skills

Troubleshooting skills

Education

Certifications in networking (e.g., CCNA, SDWAN)

Tools

ServiceNow

Job description

About Infosys

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 steer our clients through their digital journey. We enable the enterprise with an AI-powered core that helps prioritize the execution of change and empower the business with agile digital at scale to deliver performance and customer delight. Our learning agenda drives 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.

Short Description: Looking for Senior Business Service Desk Analyst

Location: Auckland/Christchurch, New Zealand

Roles and Responsibilities

• Provide technical support to customer employees, partners, and vendors
• Handle inbound customer calls, tickets, emails, and proactive alerts with a focus on first-contact resolution
• Resolve 90–95% of interactions within the team without escalation
• Perform time-critical functions such as BCP activations and retail store support
• Provide comprehensive support across Corporate, Enterprise, and Government services
• Handle diverse customer environments, applications, and support processes
• Collaborate with Major Incident Managers (MIMs) for P1/P2 incidents

Support a wide range of products

• Networking (WAN, SDWAN, Fibre, 4G/5G, Firewalls)
• Devices: Fortinet, Meraki, Cisco
• Mobile: IoT, Cloud Phone, Mobile Extension
• Voice: Cloudphone, Voice Connect, Webex, Genesys Cloud

Skill / Competencies / Experience

ESSENTIAL

• Customer-centric mindset with a proactive approach to problem-solving
• Ability to work independently and collaboratively in a 24/7 environment
• High attention to detail and commitment to service excellence

PREFERRED

• 5 to 8 years in a technical service desk or NOC role
• Certifications in networking (e.g., CCNA, SDWAN), Microsoft, or ITIL are advantageous
• Experience supporting enterprise environments and working with ticketing systems
• Strong documentation and communication skills
• Operate at a Level 2 support capability
• Strong troubleshooting skills across Telco and IT domains
• Ability to engage in technical conversations with enterprise-level customers
• Experience working with vendors for advanced issue resolution
• Maintaining high first-contact resolution rates across Corporate, Internal, and After-Hours Service Desk functions
• Excellent communication skills and the ability to work independently in a fast-paced, customer-focused environment
• Networking: TCP/IP, DNS, DHCP, VLANs, BGP, OSPF, MPLS, VPNs; Cisco, Juniper routers and switches; SD-WAN platforms (e.g., Cisco Viptela, Fortinet); Voice; Mobile
• Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies
• ITSM tool: ServiceNow

Additional

• Hybrid work environment
• 8x7 shift-based support, weekend and holiday support on requirement basis
• Excellent customer-facing skills
• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem-solving skills

Infosys ANZ: Check out why you should join Infosys

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 [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note that Infosys does not accept unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed non-binding and Infosys 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.”