Business Service Desk Analyst

About the role

Infosys is seeking a Business Service Desk Analyst to support the transition from Spark to Infosys and ensure seamless delivery of Business Service Desk operations across corporate, enterprise, and government services in New Zealand. The role involves providing technical and operational assistance to customers, partners, and vendors while maintaining high service quality and adherence to SLAs.

Key responsibilities

• Deliver Level 1.5/Level 2 technical support for a wide range of IT and telecommunications services.
• Manage incidents and service requests in line with defined processes and service‑level agreements.
• Support corporate, enterprise, and government service portfolios across diverse platforms and environments.
• Identify and drive continuous‑improvement initiatives, including automation and AI‑enabled productivity gains.
• Ensure compliance with quality standards, operational controls, and a customer‑first approach.

Required profile

• Proven experience troubleshooting networking and telecom services in a business environment.
• Ability to work independently and collaboratively across multiple locations (Auckland, Christchurch, Wellington).
• Strong focus on service continuity, SLA adherence, and customer satisfaction.

Required skills

• TCP/IP, DNS, DHCP, VLAN, VPN technologies
• WAN, SD‑WAN, Fiber, 4G/5G connectivity
• Firewalls and network security services
• Cloud telephony, Cloud Phone, Voice Connect
• IoT, mobile, voice, and collaboration services

What we offer

• Opportunity to work for a globally recognised top‑employer in New Zealand.
• Exposure to AI‑first initiatives and cutting‑edge digital transformation projects.
• Supportive, inclusive culture focused on continuous learning and career growth.