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. Acting as the single point of ownership for incidents and service requests, the analyst ensures rapid restoration of services within agreed service levels.

Key responsibilities

• Report to the First Response Team Leader – Government Service Desk.
• Provide BAU technical and operational support for allocated products, technologies and services contracted to clients.
• Facilitate rapid restoration of services within contracted Service Levels, minimizing financial penalties.
• Maintain and continuously improve the operational knowledge base.
• Identify process‑improvement opportunities and communicate them to senior team members.
• Keep technical skills, knowledge and qualifications up‑to‑date in relevant technologies and vendor products.
• Build and maintain strong client advocacy and promote the use of self‑help tools to reduce incoming contacts.

Required profile

• Proven experience in incident and request management, including accurate detection, recording and classification of tickets.
• Ability to work under pressure while maintaining high service quality.
• Strong communication skills to interact effectively with clients and internal teams.
• Commitment to continuous learning and skill development.

Required skills

• IT Service Management (ITSM) processes and tools.

What we offer

• Opportunity to work for a globally recognised digital services leader.
• Access to continuous learning programs and next‑generation technologies.
• Inclusive culture that has been recognised as a top employer in New Zealand.