Business Service Desk Analyst

Company Overview

Infosys BPM, a subsidiary of Infosys established in April 2002, specializes in comprehensive business process outsourcing solutions. It aims to deliver transformational advantages by reducing costs, improving productivity, and re-engineering processes. Operating across multiple countries including India, Poland, the US, and Australia, Infosys BPM has garnered numerous awards for industry excellence and people practices, consistently ranking among top employers.

Position Summary

The Business Service Desk Analyst role is a permanent, full-time position based in New Zealand (Auckland, Christchurch, or Wellington). Applicants must possess a valid New Zealand work visa.

Key Duties and Responsibilities

• Deliver technical support to customer employees, partners, and vendors, primarily through calls (~95% interaction via phone).
• Manage inbound customer communications including calls, tickets, emails, and alerts, focusing on resolving issues during the first contact.
• Achieve a 95% resolution rate within the team without escalating incidents.
• Perform urgent tasks such as business continuity plan (BCP) activations and assist retail store support.
• Provide extensive support covering Corporate, Enterprise, and Government service sectors.
• Handle a variety of customer environments, applications, and support workflows.
• Collaborate with Major Incident Managers to address high-priority (P1/P2) incidents.
• Support a wide product range including networking technologies (WAN, SDWAN, Fibre, 4G/5G, firewalls), devices (Fortinet, Meraki, Cisco), mobile technologies (IoT, Cloud Phone, Mobile Extension), voice platforms (Cloudphone, Voice Connect, Webex, Genesys Cloud), as well as Active Directory, Microsoft Office, and Windows Server environments.

Required Skills and Experience

• A customer-first attitude combined with a proactive problem-solving approach.
• Capability to work autonomously and collaboratively within a 24/7 operational environment.
• A meticulous attention to detail and strong dedication to service quality.

Preferred Qualifications

• Three to five years of experience in technical service desk or network operations center (NOC) roles.
• Certifications related to networking (such as CCNA or SDWAN), Microsoft technologies, or ITIL are advantageous.
• Experience in supporting enterprise environments and managing ticketing systems like ServiceNow.
• Advanced documentation and communication skills.
• Operate at Level 2 support proficiency.
• Competence in troubleshooting across telecommunications and IT domains.
• Comfort engaging in technical discussions with enterprise customers.
• Experience collaborating with vendors for escalated issue resolution.
• Maintain high first-contact resolution metrics for corporate, internal, and after-hours service desk duties.
• Comprehensive knowledge of networking protocols (TCP/IP, DNS, DHCP, VLANs, BGP, OSPF, MPLS, VPNs), Cisco and Juniper routers and switches, SD-WAN platforms like Cisco Viptela and Fortinet, as well as voice and mobile technologies.
• Understanding of enterprise internet connectivity including fiber, copper, and wireless last-mile technologies.

Additional Information

• Hybrid work setting available.
• Shift-based support covering eight days a week including weekends and holidays as required.
• Strong customer interaction skills with excellent verbal and written communication.
• High levels of analytical ability, attention to detail, and problem-solving aptitude.

Diversity and Inclusion Statement

Infosys BPM values diversity and is committed to fostering an inclusive workplace welcoming candidates regardless of gender, age, ethnicity, disability, religion, or sexual orientation. Accessibility accommodations are provided throughout the recruitment process.

Important

The company reserves the right to withdraw this job posting before the closing date.