Service Desk Analyst

Infosys Limited; Christchurch, Auckland; Hybrid; NZD 60,000 - 80,000; Full time

Job summary

A global technology services company is seeking a Senior Business Service Desk Analyst in Christchurch, New Zealand. The role involves providing technical support and ensuring high resolution rates. Candidates should have 5-8 years of experience in a service desk environment, strong troubleshooting skills, and excellent communication abilities. The position offers a hybrid work environment and requires a proactive customer-centric mindset.

Qualifications

• 5 to 8 years in a technical service desk or NOC role.
• Certifications in networking or ITIL are advantageous.
• Experience supporting enterprise environments.

Responsibilities

• Provide technical support to customer employees and vendors.
• Handle inbound customer communications focusing on resolution.
• Collaborate on P1/P2 incidents with Major Incident Managers.

Skills

Customer-centric mindset

Proactive problem-solving

Attention to detail

Strong communication skills

Troubleshooting skills

Tools

ServiceNow

Networking (TCP/IP, DNS, DHCP, etc.)

Job description

Overview

About Us: 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, we guide enterprise systems and operations through digital journeys, leveraging an AI-powered core and agile digital at scale to deliver performance and customer delight. Our learning agenda promotes continuous improvement by building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Visit www.infosys.com to learn how Infosys (NYSE: INFY) can help your enterprise navigate its 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

Product and Service Coverage

• Networking (WAN, SD-WAN, Fiber, 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, SD-WAN), 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); Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies
• ITSM tool: ServiceNow

ADDITIONAL

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

EEO and Contact Information

Infosys is an equal opportunity employer. If you require adjustments to the recruitment process, please contact our Recruitment team at [e-mail] or 1-866-472-0935. All recruitment activity must be coordinated through the Talent Acquisition department. We do not accept unsolicited resumes from third-party vendors unless there is a signed agreement. All employment aspects are merit-based and designed to be inclusive.