Job Description
Job description Visit to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.Short Description: Looking for Senior Business Service Desk AnalystLocation : 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 resolutionResolve 90–95% of interactions within the team without escalation.Perform time-critical functions such as BCP activations and retail store supportProvide 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.Support a wide range of products including:Networking (WAN, SDWAN, Fibre, 4G/5G,Firewalls)Devices: Fortinet, Meraki, CiscoMobile: IoT, Cloud Phone, Mobile ExtensionVoice: Cloudphone, Voice Connect, Webex, Genesys CloudSkill / Competencies / Experience:ESSENTIALCustomer-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.PREFERRED5 to 8 years in a technical service desk or NOC roleCertifications in networking (e.g., CCNA,SDWAN), 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 capabilityStrong 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.Responsible for maintaining high first-contact resolution rates across our Corporate, Internal, and After-Hours Service Desk functionsExcellent 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), Voice, Mobile.Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies.ITSM tool- ServiceNowADDITIONAL Hybrid Work environment8x7 shift-based support, weekend and holiday support on requirement basisExcellent customer facing skills Excellent written and verbal communication skills Strong attention to detail and outstanding analytical and problem-solving skills.
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