Senior Associate Consultant
Job Location:
Wellington - New Zealand
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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 AIfirst organization we empower our people to work on nextgeneration technologies continuously learn and create impact at scalesupported by a culture rooted in care inclusion and excellence.
Join Infosys and be part of a culture thats not just promisedits certified. #TopEmployer2026 #ThriveAtInfosys
see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Short Description: Looking for Service Desk Analyst
The Service Desk Analysts primary goal is to provide a high standard of technical and operational support to customers by effectively and efficiently managing their incidents and requests and providing a single point of ownership.
Location : WellingtonNew Zealand
Roles and Responsibilities:
You report to the First Response Team Leader Government Service Desk
Provide BAU technical and operational support for allocated products technologies and services contracted to clients.
Facilitate rapid restoration of services within contracted Service Levels minimising financial penalties
Actively use improve and update operational knowledge base
Identify process improvement opportunities to senior team members
Maintain up to date technical skills knowledge and qualifications in relevant technologies and vendor products
Build and maintain strong client advocacy
Sponse the use of Self-Help Tools with the client to reduce incoming contacts
Skill / Competencies / Experience:
ESSENTIAL
Incident and Request Management
Detect record and classify accurately all incidents or requests received into the Service Desk
Offer exceptional 1st level support expertise through either first contact fixing at least 70% of incidents.
Implement effective work arounds to ensure minimal business impact to the customer
Investigate and diagnose using all available tools and knowledge to ensure a competent 1st level experience is provided to customers.
Functional escalation escalate incidents to the most appropriately skilled resource (e.g Major Incident Manager 2nd/3rd Level Resolver) in line with agreed service levels
Own monitor track and communicate all incidents logged including the updated of Digitial systems and the client in line with agree service levels
Make recommendatioons to optimise IT performance and prevent future problems
PREFERRED
2 years IT&T industry experience in operations or support environmentscustomer service environment such as experience in a contact centre / IT service desk.
Relevant qualification in technology related field
Relevant industry certification an advantage
Committed to delivering a great customer experience
Understanding of service delivery and ITIL
Excellent communication skills proven presentation and communication skills both written and verbal
Relevant knowledge in Networking Active Directory Messaging Citrix Microsoft Teams and Windows environment (such as Office365 and other similar products)
Relevant tertiary qualification (preferred but not essential)
Relevant IT industry certification(s) would be advantageous
Ability to work within a team of technical people in their technology area while working under pressure
Ability to take an analytical and methodical approach to problem resolution
Able to multi-task effectively plan and manage time well
Additional Skills:
Hybrid Work environment
8x7 shift-based support weekend and holiday support on requirement basis
Excellent customer interfacing skills.
Excellent written and verbal communication skills.
Strong attention to detail and outstanding analytical and Problem-solving skills.
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 emailor call 1-. 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 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.
Required Experience:
Senior IC
About Company
Welcome to Infosys Careers for Experienced Professionals As a leading provider of next-generation consulting, technology and outsourcing solutions, we are dedicated to helping organizations in over 46 countries to renew their core and simultaneously innovate into new frontiers. Whilst ... View more
