Business Service Desk Analyst

ABOUT US

Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.

Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

Role: - Business Service Desk Analyst

Location: - New Zealand (Auckland/Christchurch/Wellington)

Status – Permanent Full-Time role

NOTE - Only applicants with New Zealand full work right, i.e., holding a valid visa will be considered for the role.

JOB DESCRIPTION: -

Roles and Responsibilities:

• Provide technical support to Customer employees, partners, and vendors .95% of times customer reaches via call
• Handle inbound customer calls, tickets, emails, and proactive alerts with a focus on first-contact resolution
• Resolve 95% of interactions within the team without escalation.
• Perform time-critical functions such as BCP activations and retail store support
• Provide comprehensive support across Corporate, Enterprise, and Government services.
• Handle diverse customer environments, applications, and support processes.
• Collaborate with Major Incident Managers (MIMs) for P1/P2 incidents.

Support a wide range of products including:

• Networking (WAN, SDWAN, Fibre, 4G/5G,Firewalls)
• Devices: Fortinet, Meraki, Cisco
• Mobile: IoT, Cloud Phone, Mobile Extension
• Voice: Cloudphone, Voice Connect, Webex, Genesys Cloud
• Active Directory, MS Office, Windows Server

Skill / Competencies / Experience:

ESSENTIAL

• Customer-centric mindset with a proactive approach to problem-solving.
• Ability to work independently and collaboratively in a 24/7 environment.
• High attention to detail and commitment to service excellence.

PREFERRED

• 3 to 5 years’ experience in a technical service desk or NOC role.
• Certifications in networking (e.g., CCNA,SDWAN), Microsoft, or ITIL are advantageous.
• Experience supporting enterprise environments and working with ticketing systems.
• Strong documentation and communication skills.
• Operate at a Level 2 support capability
• Strong troubleshooting skills across Telco and IT domains.
• Ability to engage in technical conversations with enterprise-level customers.
• Experience working with vendors for advanced issue resolution.
• Responsible for maintaining high first-contact resolution rates across our Corporate, Internal, and After-Hours Service Desk functions
• Excellent communication skills, and the ability to work independently in a fast-paced, customer-focused environment.
• Networking: TCP/IP, DNS, DHCP, VLANs, BGP, OSPF, MPLS, VPNs; Cisco, Juniper routers and switches; SD-WAN platforms (e.g., Cisco Viptela, Fortinet), Voice, Mobile.
• Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies.
• ITSM tool- ServiceNow

ADDITIONAL

• Hybrid Work environment
• 8x7 shift-based support, weekend and holiday support on requirement basis
• Excellent customer facing skills
• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem-solving skills.

Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.

We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability.

We reserve the right to withdraw this advertisement prior to the closing date.