About Us:
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 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 businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Recognized as the #1 Top Employerin New Zealand for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.
▶️Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
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.

• • 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

• 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

• 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

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

• 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)