Description

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.

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 Skills:

• Hybrid Work environment
• 8x7 shift-based support, weekend and holiday support on requirement basis
• Excellent customer interfacing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and Problem-solving skills.

Infosys ANZ : Check out why you should join Infosys

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."