Overview
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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 business with agile digital at scale to deliver unprecedented levels of performance and customer delight.
Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Short Description: Looking for Senior Business Service Desk Analyst
Location: Auckland/Christchurch, New Zealand
Visit: to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Note: Please contact our Recruitment team for adjustments if you require accessibility accommodations during recruitment.
Infosys does not accept unsolicited resumes from third parties unless coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit, competence, and performance, and Infosys is an equal opportunity employer.
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
Support a Wide Range Of Products Including
- Networking (WAN, SDWAN, Fibre, 4G/5G, Firewalls)
- Devices: Fortinet, Meraki, Cisco
- Mobile: IoT, Cloud Phone, Mobile Extension
- Voice: Cloudphone, Voice Connect, Webex, Genesys Cloud
Essential Skills / Competencies / Experience
- 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 Qualifications
- 5 to 8 years in a technical service desk or NOC role
- Certifications 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 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
- Maintain 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); Voice, Mobile
- Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies
- ITSM tool: ServiceNow
Additional
- Hybrid Work environment
- 8x7 shift-based support, weekend and holiday support on requirement basis
- Excellent customer facing skills
- Excellent written and verbal communication skills
- Strong attention to detail and outstanding analytical and problem-solving skills
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
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