Service Desk Analyst

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 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

• % 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

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.

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