Service Desk Analyst

About Infosys

Infosys stands as a global leader in digital services and consulting, aiding clients in over 56 countries through their digital transformation journeys. With four decades of expertise in managing global enterprise systems, Infosys leverages an AI-driven core to prioritize change execution and supports businesses with agile digital solutions at scale for enhanced performance and customer satisfaction. The organization fosters continuous learning through its innovation ecosystem and is recognized as New Zealand's #1 Top Employer two years in succession, offering a workplace culture grounded in care, inclusion, and excellence.

Role Overview

We are looking for a Service Desk Analyst based in Wellington, New Zealand. This role primarily aims to deliver top-quality technical and operational support by efficiently managing customer incidents and requests, ensuring ownership throughout the process.

Primary Responsibilities

• Report directly to the First Response Team Leader of the Government Service Desk.
• Provide day-to-day technical and operational support for specific products, technologies, and client-contracted services.
• Facilitate swift restoration of services within agreed service levels to minimize financial penalties.
• Regularly update and enhance the operational knowledge base.
• Identify and propose process improvements to senior team members.
• Keep technical skills and certifications current in relevant technologies and vendor products.
• Develop and maintain strong client relationships and act as their advocate.
• Promote client use of self-help tools to reduce incoming support requests.

Essential Skills and Competencies

• Experience in incident and request management, accurately recording and classifying all tickets.
• Deliver exceptional first-level support with a target of resolving at least 70% of incidents on first contact.
• Implement effective workarounds to reduce business impact.
• Investigate and diagnose issues thoroughly using available resources.
• Escalate issues to appropriately skilled personnel following agreed service levels.
• Maintain ownership, monitor progress, track all incidents, and update digital systems and clients in a timely manner.
• Advise on IT performance optimizations and preventive measures for future problems.

Preferred Qualifications and Experience

• Over two years in IT and Telecommunications operations or support roles, ideally within contact centers or IT service desks.
• Relevant technical qualifications and industry certifications are advantageous.
• Strong commitment to delivering excellent customer experiences.
• Understanding of service delivery methodologies and ITIL frameworks.
• Excellent written and verbal communication, including presentation skills.
• Familiarity with Networking, Active Directory, Messaging systems, Citrix, Microsoft Teams, Windows environments such as Office365.
• Ability to perform analytically and methodically under pressure while working collaboratively in a technical team.
• Good multitasking capability, with effective planning and time management.

Additional Information

• Role supports a hybrid work environment.
• Work schedule includes shift-based support covering 8x7 operations, including possible weekend and holiday work.
• Strong customer interaction skills, attention to detail, and analytical problem-solving abilities are essential.

Recruitment Process and Inclusivity

The selection approach is designed to ensure an optimal match between candidates and Infosys. This may include initial screenings, technical interviews, and discussions about cultural fit. The process is transparent, respectful, and engaging. Infosys encourages applications from persons with disabilities or those requiring accommodations in the recruitment process, with contact options available for support. The company maintains strict coordination of recruitment activities through its Talent Acquisition department and does not accept resumes from third-party vendors without agreement.

Infosys is an equal opportunity employer focused on merit, competence, performance, diversity, and inclusiveness in the workplace.