Service Desk Analyst – Wellington

About the role

The Service Desk Analyst will deliver high‑quality technical and operational support to Infosys’ government clients in Wellington. The role focuses on managing incidents and service requests, ensuring rapid restoration of services and maintaining a single point of ownership for customer interactions.

Key responsibilities

• Provide business‑as‑usual technical support for allocated products, technologies and services.
• Detect, record, classify and resolve incidents and requests in accordance with agreed Service Level Agreements.
• Facilitate rapid restoration of services to minimise financial penalties.
• Maintain and improve the operational knowledge base.
• Identify and communicate process‑improvement opportunities to senior team members.
• Promote self‑help tools to reduce inbound contacts.
• Build and maintain strong client advocacy.

Required profile

• Experience in incident and request management within an IT service desk environment.
• Ability to work under pressure and meet SLA targets.
• Strong communication skills and client‑focused attitude.
• Willingness to keep technical knowledge up‑to‑date.

Required skills