Service Desk Analyst

About Infosys

Infosys is a world-renowned leader specializing in next-generation digital services and consulting, operating across more than 56 countries. With over 40 years of experience managing complex global enterprise systems, we guide our clients through digital transformations by leveraging AI-powered core solutions to prioritize change and agile digital strategies to enhance performance and customer satisfaction. Our continuous learning culture fosters skill development and innovation transfer to maintain cutting-edge expertise.

Recognized for two consecutive years as New Zealand's top employer, Infosys provides a workplace where purposeful career growth is supported by a culture of care, inclusivity, and excellence. As an AI-first organization, we empower employees to engage with advanced technologies and create large-scale impact.

Role Overview

The Service Desk Analyst's main responsibility is to deliver exceptional technical and operational support by efficiently managing customer incidents and requests, serving as the single point of ownership.

Location

Wellington, New Zealand

Key Duties

• Report to the First Response Team Leader – Government Service Desk.
• Provide day-to-day operational and technical support for assigned products, technologies, and contracted client services.
• Ensure rapid restoration of services within agreed Service Levels to minimize financial penalties.
• Maintain and enhance the operational knowledge base actively.
• Identify and communicate process improvement opportunities to senior leadership.
• Continuously update technical skills and qualifications relevant to the technologies and vendor products.
• Develop and sustain strong advocacy relationships with clients.
• Promote client use of Self-Help Tools to reduce incoming support contacts.

Essential Expertise

• Expertise in incident and request management.
• Accurately detect, log, and classify all incidents and requests received.
• Provide outstanding first-level support with a resolution rate of at least 70% on first contact.
• Implement effective workarounds to minimize business disruptions.
• Thoroughly investigate and diagnose issues using available resources to ensure competent support.
• Escalate incidents appropriately in line with agreed service levels to specialists such as Major Incident Managers or higher-level technical support.
• Own and monitor all logged incidents, communicating updates to digital systems and clients per SLA guidelines.
• Advise on IT performance enhancements and preventive measures to avoid recurring issues.

Preferred Qualifications and Experience

• Over two years of experience in IT and Telecommunications within operations or support roles, including contact center or IT service desk environments.
• Relevant educational background in technology-related fields.
• Certifications relevant to the industry are advantageous.
• Strong commitment to delivering excellent customer experiences.
• Understanding and application of ITIL frameworks and service delivery principles.
• Proficient communication skills, including both written and verbal presentations.
• Working knowledge of Networking, Active Directory, Messaging systems, Citrix, Microsoft Teams, Windows environments including Office365.
• Ability to collaborate effectively within technical teams, maintain performance under pressure, and utilize analytical approaches to problem-solving.
• Efficient multitasking, planning, and time management capabilities.

Additional Skills and Work Conditions

• Experience in hybrid workplace settings.
• Availability for 8x7 shift coverage including weekends and holidays as required.
• Excellent customer interfacing skills with strong attention to detail and analytical problem-solving ability.

Recruitment Process

The recruitment process includes screening, technical or functional interviews, and cultural alignment discussions, with commitment to transparency and inclusivity. Accommodations are available for applicants needing adjustments during the process.

Diversity and Equal Opportunity

Employment at Infosys is merit-based, valuing competency and performance. The company fosters diversity and inclusiveness, proudly maintaining equal opportunity employment standards.