Service Desk Analyst

Infosys Limited; Wellington; On-site; NZD 65,000 - 90,000; Full time

Job summary

Infosys is seeking a Service Desk Analyst in Wellington, New Zealand to provide BAU technical and operational support for allocated products and services. You will help restore services within SLAs and maintain the knowledge base while building strong client advocacy.

The role requires 2+ years IT & T industry experience, ITIL understanding, and excellent communication. The hybrid work environment offers opportunities to collaborate with a diverse government and enterprise client base.

Qualifications

• Experience with incident and request management in a Service Desk environment.
• Ability to diagnose and resolve 1st level incidents and requests with effective workarounds.
• Understanding of ITIL concepts and service management best practices.
• Familiarity with networking, AD, Citrix, and Office 365 environments.
• Experience with incident escalation and communication with clients and internal teams.

Responsibilities

• Provide BAU technical and operational support for allocated products and services.
• Restore services rapidly within contracted SLAs and minimise penalties.
• Maintain and improve the operational knowledge base for the team.
• Escalate complex incidents to higher level resources when needed.
• Assist in identifying process improvements to enhance service delivery.
• Maintain up-to-date technical skills and vendor knowledge.

Skills

Incident management

First level support

ITIL knowledge

Networking

Active Directory

Citrix

Microsoft Teams

Office 365

Education

Technology-related qualification

Tools

ITSM tools

Knowledge base

Job description

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 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 businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Recognized as the #1 Top Employerin New Zealand for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.

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

Short Description: Looking for Service Desk Analyst

Location: Wellington , New Zealand

Roles and Responsibilities:

• You report to the First Response Team Leader – Government Service Desk
• Provide BAU technical and operational support for allocated products, technologies and services contracted to clients.
• Facilitate rapid restoration of services within contracted Service Levels, minimising financial penalties
• Actively use, improve and update operational knowledge base
• Identify process improvement opportunities to senior team members
• Maintain up to date technical skills, knowledge and qualifications in relevant technologies and vendor products
• Build and maintain strong client advocacy
• Sponse the use of Self-Help Tools with the client, to reduce incoming contacts

Skill / Competencies / Experience:

ESSENTIAL

• Incident and Request Management
• Detect, record and classify accurately all incidents or requests received into the Service Desk
• Offer exceptional 1st level support expertise through either first contact fixing at least 70% of incidents.
• Implement effective workarounds, to ensure minimal business impact to the customer
• Investigate and diagnose, using all available tools and knowledge to ensure a competent 1st level experience is provided to customers.
• Functional escalation – escalate incidents to the most appropriately skilled resource (e.g Major Incident Manager, 2nd/3rd Level Resolver) in line with agreed service levels
• Own, monitor, track and communicate all incidents logged, including the updated of Digitial systems and the client in line with agree service levels
• Make recommendatioons to optimise IT performance and prevent future problems

PREFERRED

• 2+ years IT&T industry experience in operations or support environments, customer service environment such as experience in a contact centre / IT service desk.
• Relevant qualification in technology related field
• Relevant industry certification an advantage
• Committed to delivering a great customer experience
• Understanding of service delivery and ITIL
• Excellent communication skills – proven presentation and communication skills, both written and verbal
• Relevant knowledge in Networking, Active Directory, Messaging, Citrix, Microsoft Teams and Windows environment (such as Office365 and other similar products)
• Relevant tertiary qualification (preferred, but not essential)
• Relevant IT industry certification(s) would be advantageous
• Ability to work within a team of technical people in their technology area while working under pressure
• Ability to take an analytical and methodical approach to problem resolution
• Able to multi-task, effectively plan and manage time well

Additional Skills:

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

Our recruitment and selection process

We are committed to making the experience transparent, respectful, and engaging at every step.

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.

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.