Service Desk Specialist - 1st-Line IT Support (Hybrid)

Infosys; Wellington; Hybrid; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid Work environment

Job summary

Infosys in Wellington, New Zealand seeks a Service Desk Analyst to deliver first-line technical and operational support for client services. You will ensure rapid restoration of services within SLAs, maintain knowledge resources, and advocate for clients while identifying improvement opportunities.

Hybrid work model and strong customer focus are required. Essential experience includes incident/requests management and 1st level resolution, with ITIL awareness and proficiency in Networking, AD,

Qualifications

• Experience in incident and request management within a Service Desk.
• Ability to fix 1st-level incidents on first contact.
• Knowledge of ITIL processes and terminology.
• Familiarity with Networking, AD, Citrix and Windows environments.

Responsibilities

• Provide BAU technical and operational support for allocated products and services.
• Restore services rapidly within agreed SLAs and minimise penalties.
• Maintain and improve the knowledge base; share insights with team.
• Identify process improvements to senior team members.
• Keep technical skills up to date across relevant technologies.
• Build strong client advocacy and effective communication.

Skills

Incident management

First contact support

ITIL awareness

Networking knowledge

Active Directory

Citrix

Windows environment

Excellent communication

Education

Technology-related qualification

IT certifications (advantage)

Tools

Digitial systems

Job description

Infosys in Wellington, New Zealand seeks a Service Desk Analyst to deliver first-line technical and operational support for client services. You will ensure rapid restoration of services within SLAs, maintain knowledge resources, and advocate for clients while identifying improvement opportunities.

Hybrid work model and strong customer focus are required. Essential experience includes incident/requests management and 1st level resolution, with ITIL awareness and proficiency in Networking, AD,