Business Service Desk Analyst – Level 1.5/2 Support

About the role

The Business Service Desk Analyst will support the continued delivery of service desk operations for corporate, enterprise and government customers across New Zealand. Working within Infosys Limited, the role provides Level 1.5/Level 2 technical and operational support for a wide range of IT and telecommunications services.

Key responsibilities

• Provide technical support to employees, partners and vendors across supported business services.
• Manage incidents and service requests in line with defined processes and service‑level agreements.
• Deliver support via phone, email, chat and alert channels.
• Diagnose and resolve issues independently; engage with enterprise customers and resolver groups when needed.
• Collaborate with internal specialist teams and external vendors for complex or high‑impact issues.
• Focus on in‑team resolution and service ownership to minimise escalations.
• Perform time‑sensitive activities such as BCP activations and retail store support.
• Support a broad portfolio of corporate, enterprise and government services across varied environments.
• Assist Major Incident Managers during Priority 1 and Priority 2 incidents.
• Create, maintain and improve Standard Operating Procedures and mentor team members.
• Contribute to continuous‑improvement initiatives, including automation and AI‑led productivity enhancements.
• Ensure adherence to SLA commitments, quality standards and a customer‑first approach.

Required profile

• Experience operating at Level 1.5/Level 2 support capability.
• Ability to manage incidents and service requests across multiple communication channels.
• Strong focus on customer service and timely resolution.
• Capability to work collaboratively with internal and external stakeholders.
• Willingness to contribute to knowledge continuity, SOP development and mentorship.

Required skills