Infosys Public Services is seeking a Service Desk Analyst. This position will interface with key stakeholders and apply technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design; play an important role in creating the high-level design artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. This is an opportunity to be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Required Qualifications

• Candidate must be located within commuting distance in Ottawa, ON or be willing to relocate to the area.
• Engineering graduate/non-engineering graduate/MBA/PHD. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 0-3 years of Information Technology experience.
• Candidates authorized to work for any employer in Canada without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.

• Providing first-line technical and functional support for enterprise business applications and digital services.
• Managing incidents, service requests, access requests, and user inquiries through telephone, email, chat, self-service portals, and ticketing systems.
• Troubleshooting and resolving application, system, and user-related issues while adhering to established service levels.
• Supporting cloud-based and enterprise software solutions.
• Working within a structured IT Service Management (ITSM) environment.
• Delivering end-user training, onboarding, and knowledge transfer activities.
• Maintaining knowledge articles, user guides, operational procedures, and support documentation.
• Monitoring service queues, workload volumes, response times, and resolution performance metrics.
• Supporting business users across Finance, Human Resources, Payroll, Employee Services, Self-Service, and related administrative functions.
• Delivering professional and customer-focused technical and functional support.
• Serving as the primary point of contact for end-user support inquiries.
• Managing multiple priorities while maintaining service quality and customer satisfaction.
• Utilizing ticketing and service management tools to manage and track incidents and service requests.
• Logging, triaging, prioritizing, tracking, escalating, and resolving incidents and service requests.
• Applying structured troubleshooting methodologies to identify root causes and implement corrective actions.
• Escalating unresolved issues to appropriate support teams while maintaining ownership and communication throughout the incident lifecycle.
• Maintaining accurate records of support activities, resolutions, and service history.
• Supporting enterprise business applications and associated business processes.
• Assisting users with navigation, functionality, access management, and usage issues.
• Providing support for employee and manager self-service capabilities.
• Supporting system integrations, data validation activities, and business process execution.
• Applying ITIL-based service management principles and best practices.
• Following established operational procedures, support processes, and service standards.
• Performing quality reviews of resolved incidents to ensure completeness and customer satisfaction.
• Contributing to continual service improvement and operational excellence initiatives.
• Developing and maintaining knowledge articles, troubleshooting guides, standard operating procedures, and user documentation.
• Supporting organizational knowledge-sharing initiatives and self-service capabilities.
• Creating user-friendly reference materials to improve user adoption and reduce recurring support requests.
• Communicating effectively with technical and non-technical stakeholders.
• Providing timely status updates regarding incidents, requests, system maintenance activities, and service interruptions.
• Collaborating effectively with business users, technical teams, service providers, and vendors to facilitate issue resolution and service delivery.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Demonstrated analytical, troubleshooting, and problem-solving abilities.
• Strong organizational and time-management skills.
• Ability to work independently and collaboratively in a team-oriented environment.
• Strong attention to detail and commitment to quality.
• Adaptability, professionalism, and a continuous learning mindset.
• Ability to maintain confidentiality and handle sensitive information appropriately
• Excellent verbal and written communication skills in English.
• Bilingual proficiency in English and French is considered an asset.
• Experience providing customer support, end-user training, documentation, and service-related communications in both official languages is considered advantageous.
• Ability to communicate effectively with both technical and non-technical stakeholders.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.