Business Service Desk Analyst

About the role

Infosys BPM is seeking a Business Service Desk Analyst to provide technical support to customers, partners and vendors across New Zealand. The role operates in a 24/7 environment, focusing on first‑contact resolution and high‑quality service delivery.

Key responsibilities

• Handle inbound calls, tickets, emails and proactive alerts, aiming to resolve 95% of interactions without escalation.
• Perform time‑critical functions such as Business Continuity Planning activations and retail store support.
• Provide comprehensive support for corporate, enterprise and government services.
• Collaborate with Major Incident Managers on P1/P2 incidents.
• Support a wide range of products including networking (WAN, SD‑WAN, Fibre, 4G/5G, firewalls), devices (Fortinet, Meraki, Cisco), mobile/IoT solutions, cloud‑phone and voice platforms (Webex, Genesys Cloud), Active Directory, Microsoft Office and Windows Server.

Required profile

• Customer‑centric mindset with proactive problem‑solving.
• Ability to work independently and collaboratively in a 24/7 environment.
• High attention to detail and commitment to service excellence.
• 3‑5 years of experience in a technical service desk or NOC role.
• Relevant certifications (e.g., CCNA, SD‑WAN, Microsoft, ITIL) are advantageous.
• Experience supporting enterprise environments and using ticketing systems.
• Strong documentation and communication skills.
• Level 2 support capability with solid troubleshooting across telco and IT domains.
• Experience engaging with enterprise‑level customers and vendors for advanced issue resolution.

Required skills

• Networking technologies: WAN, SD‑WAN, Fibre, 4G/5G, firewalls.
• Device platforms: Fortinet, Meraki, Cisco.
• Mobile/IoT and cloud‑phone solutions.
• Voice platforms: Webex, Genesys Cloud.
• Active Directory, Microsoft Office, Windows Server.
• Ticketing system usage.
• Relevant certifications (CCNA, SD‑WAN, ITIL, Microsoft).