Hybrid IT Service Desk Analyst - 1st Line Support

Infosys Limited; Wellington; Hybrid; NZD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid Work environment

8x7 shift-based support

Job summary

Infosys Wellington is seeking a Service Desk Analyst to deliver 1st line technical support, manage incidents and requests, and drive rapid restoration of services. You will maintain the knowledge base, work with clients, and escalate where needed to keep SLAs.

Emphasis on customer advocacy and problem resolution, with hybrid work options. The role requires 2+ years IT/TS support experience, familiarity with Networking, AD, Citrix, Teams and Office 365, and ITIL understanding.

Qualifications

• 2+ years IT&TS industry experience in operations or support environments.
• Strong knowledge of Networking, Active Directory, Citrix, Microsoft Teams and Windows (Office 365).
• Understanding of ITIL and service delivery concepts.
• Excellent communication skills—written and spoken.

Responsibilities

• Provide BAU technical & operational support for allocated products and services.
• Restore services rapidly within SLAs and minimise penalties.
• Update and use the knowledge base effectively.
• Identify process improvements and present recommendations.
• Maintain up-to-date technical skills and vendor knowledge.
• Build strong client advocacy and trust.
• Encourage Self-Help tools to reduce contacts.

Skills

Incident & Request Mgmt

First line support

Problem solving

Knowledge base updates

Communication skills

Analytical approach

Team collaboration

Customer advocacy

ITIL awareness

Networking basics

Active Directory

Citrix

Microsoft Teams

Office 365

Windows OS

Education

Technology-related qualification

Tertiary qualification (preferred)

Tools

Active Directory

Citrix

Microsoft Teams

Office 365

Windows OS

Job description

Infosys Wellington is seeking a Service Desk Analyst to deliver 1st line technical support, manage incidents and requests, and drive rapid restoration of services. You will maintain the knowledge base, work with clients, and escalate where needed to keep SLAs.

Emphasis on customer advocacy and problem resolution, with hybrid work options. The role requires 2+ years IT/TS support experience, familiarity with Networking, AD, Citrix, Teams and Office 365, and ITIL understanding.