Business ServiceDesk

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Role Description: As part of the service transition from Spark to Infosys, the Business Service Desk Analyst role will support continued delivery of Business Service Desk operations across Corporate, Enterprise, and Government services.
This role will be part of Infosys Limited and will provide technical and operational support across a range of IT and telecommunications services, while ensuring service continuity, customer focus, and adherence to agreed support processes and service levels.
Location: New Zealand - Auckland / Christchurch / Wellington
Roles and Responsibilities:

• Provide technical support to customer employees, partners, and vendors across supported business services.
• Operate at Level 1.5 / Level 2 support capability, managing incidents and service requests in accordance with defined support processes and service levels.
• Support a broad portfolio of Corporate, Enterprise, and Government services, across varied customer environments, platforms, and business support processes.
• Support continuous improvement initiatives, including opportunities related to automation, operational efficiency, and AI-led productivity enhancements.
• Ensure adherence to SLA commitments, quality standards, operational controls, and a strong customer-first service approach.

Technical and Domain Requirements
The role requires work knowledge and troubleshooting experience across the following technical and operational areas:

• • Networking and Infrastructure Fundamentals - TCP/IP, DNS, DHCP, VLAN's, VPN technology etc.
  • Telecommunications and Enterprise Services -WAN, SD-WAN, Fiber services, 4G / 5G connectivity
  • Firewalls and network security services
  • Mobile, Voice, and Collaboration Services - IoT, Cloud Phone, Mobile Extension
• • Cloud telephony services such as Cloud Phone and Voice Connect
  • Collaboration tools such as Webex and MS Teams
  • Contact center platforms such as Genesys Cloud
  • Platforms, Devices, and Connectivity
  • Hands-on knowledge of SD-WAN platforms
  • Exposure to Fortinet, Meraki, and Cisco devices
  • Understanding of enterprise internet services, fiber and copper connectivity, and wireless access technologies
  • Tools and Service Operations

• Mandatory experience with ServiceNow or equivalent ITSM tool

• Exposure to monitoring and alerting platforms

• Experience with remote support technologies such as Citrix and Microsoft support tools

• Familiarity with telephony, email, and chat-based support platforms

• Strong understanding of Incident Management, Request Fulfilment, ticket triage and categorization, escalation handling, and SLA management

Skills and Experience
Essential

• Strong troubleshooting capability across IT and telecommunications domains
• Good knowledge of networking fundamentals, enterprise connectivity, and telecom products/services
• Experience with ServiceNow or similar ITSM tools
• Good understanding of Incident Management, Request Management, ticket triage, escalation handling, and SLA management
• Strong communication, customer handling, and documentation skills

Preferred

• 3 to 6 years of experience in a Service Desk, Business Service Desk, Technical Support, or NOC support role
• Experience working at Level 1.5/2 support capability
• Exposure to enterprise customer support and vendor coordination
• Certifications in Networking, Microsoft, or ITIL are advantageous

Additional Information

• Hybrid work environment
• 8x7 shift-based support model, including weekend and public holiday support as required by operational demand

In addition to compensation aligned with your role, you'll have access to a wide range of benefits that support your health, career growth, and overall well-being (NZ)

• Life, Trauma & Income Protection Insurance
• Health and Well-being programs
• Marram Holidays & Healthcare
• Access to Fitness and Gym Memberships
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, based on role and business needs)

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.
Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [email protected] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."