Service Desk Analyst

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.

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

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
4 to 6 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.
Responsible for maintaining high first-contact resolution rates across our 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.

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 Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

“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.”

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