Overview
Service Desk Analyst Jobs in Auckland, New Zealand at Ampstek
Title: Service Desk Analyst
Company: Ampstek
Location: Auckland, New Zealand
Job Description – Business Service Desk Analyst
Role Overview
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 (As per project and operational requirement)
Purpose of the Role
The Business Service Desk Analyst is responsible for providing technical and operational support across a
broad range of business services, enterprise technologies, and telecommunications products. The role
operates at Level 1.5 / Level 2 support capability and is expected to manage incidents and service requests
across multiple channels, while ensuring timely resolution, quality service delivery, and adherence to defined
support processes.
The role also contributes to operational resilience, knowledge continuity, service improvement, and transition
readiness within the broader delivery model.
Key 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.
Deliver support across multiple channels, including phone, email, chat, and alerts.
Diagnose and resolve issues independently, and engage in technical discussions with enterprise customers,
stakeholders, and resolver groups where required.
Work collaboratively with internal stakeholders, specialist teams, and external vendors for resolution of
complex or high-impact issues.
Maintain a strong focus on in-team resolution and service ownership, with the objective of resolving the
majority of customer interactions without unnecessary escalation.
Perform time-sensitive operational activities, including BCP activations and retail store support, where
applicable.
Support a broad portfolio of Corporate, Enterprise, and Government services, across varied customer
environments, platforms, and business support processes.
Collaborate with Major Incident Managers (MIMs) during Priority 1 and Priority 2 incidents to support service
restoration activities.
Create, maintain, and improve Standard Operating Procedures (SOPs) and contribute to knowledge
transfer, mentoring, and onboarding of team members.
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:
o Networking and Infrastructure Fundamentals – TCP/IP, DNS, DHCP, VLAN’s, VPN technology etc.
o Telecommunications and Enterprise Services -WAN, SD-WAN, Fiber services, 4G / 5G connectivity
o Firewalls and network security services
o Mobile, Voice, and Collaboration Services – IoT, Cloud Phone, Mobile Extension
o Cloud telephony services such as Cloud Phone and Voice Connect
o Collaboration tools such as Webex and MS Teams
o Contact center platforms such as Genesys Cloud
o Platforms, Devices, and Connectivity
o Hands-on knowledge of SD-WAN platforms
o Exposure to Fortinet, Meraki, and Cisco devices
o Understanding of enterprise internet services, fiber and copper connectivity, and wireless access
technologies
o 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
8×7 shift-based support model, including weekend and public holiday support as required by operational
demand
Transition Note
This role forms transition of service desk personnel into the Infosys supporting Spark services. Role alignment,
responsibilities, and support scope will continue to be governed by the agreed transition approach, operational
readiness requirements, and future-state service delivery expectations.
