Business Service Desk Analyst

Role overview

This contract role is for a Business Service Desk Analyst supporting business services in New Zealand, with coverage for Christchurch and Wellington. The position sits at Level 1.5/Level 2 and focuses on delivering technical and operational assistance across enterprise technologies, telecommunications products, and related business services.

The analyst will handle incidents and service requests through multiple support channels, aiming for fast resolution, consistent service quality, and compliance with the organisation’s support procedures. The role also supports service resilience, knowledge retention, operational improvement, and readiness for transition into the future delivery model.

Key responsibilities

• Deliver technical assistance to employees, partners, and vendors using the supported business services.
• Work at Level 1.5/Level 2 support depth to manage incidents and service requests in line with service processes and agreed service levels.
• Support users through phone, email, chat, and alert-based channels.
• Investigate and resolve issues independently, and participate in technical discussions with enterprise customers, stakeholders, and resolver teams when needed.
• Partner with internal teams, specialist groups, and external vendors to resolve complex or high-impact incidents.
• Take ownership of service interactions and aim to resolve most requests within the team rather than escalating unnecessarily.
• Carry out urgent operational tasks, including business continuity activations and retail store support when required.
• Support a wide range of Corporate, Enterprise, and Government services across different customer environments, platforms, and business support processes.
• Work with Major Incident Managers during Priority 1 and Priority 2 incidents to help restore services.
• Prepare, update, and refine standard operating procedures, while also assisting with knowledge sharing, mentoring, and new starter onboarding.
• Contribute to continuous improvement work, including automation, operational efficiency, and AI-enabled productivity opportunities.
• Maintain compliance with SLA targets, quality expectations, operational controls, and a customer-first approach.

Technical and domain knowledge

The role requires working knowledge and troubleshooting experience across networking, telecommunications, collaboration, and support operations, including:

• Networking and infrastructure basics such as TCP/IP, DNS, DHCP, VLANs, and VPN technologies.
• Telecommunications and enterprise connectivity services, including WAN, SD-WAN, fibre services, and 4G/5G connectivity.
• Firewall technologies and network security services.
• Mobile, voice, and collaboration services such as IoT, Cloud Phone, and Mobile Extension.
• Cloud telephony platforms, including Cloud Phone and Voice Connect.
• Collaboration tools such as Webex and Microsoft Teams.
• Contact centre platforms such as Genesys Cloud.
• SD-WAN platforms and related operational support.
• Exposure to Fortinet, Meraki, and Cisco devices.
• Understanding of enterprise internet services, fibre and copper connectivity, and wireless access technologies.
• Service operations tools, especially ServiceNow or an equivalent ITSM platform.
• Monitoring and alerting systems.
• Remote support tools such as Citrix and Microsoft support utilities.
• Telephony, email, and chat-based support environments.
• Incident management, request fulfilment, ticket triage, categorisation, escalation handling, and SLA management.

Experience and strengths

• Strong troubleshooting ability across IT and telecommunications environments.
• Solid understanding of networking fundamentals, enterprise connectivity, and telecom products and services.
• Practical experience with ServiceNow or a comparable ITSM tool.
• Good grasp of incident management, request handling, ticket prioritisation, escalation handling, and SLA tracking.
• Clear communication, customer handling, and documentation skills.
• Preferred background of 3 to 6 years in a Service Desk, Business Service Desk, Technical Support, or NOC support role.
• Prior exposure to Level 1.5/Level 2 support.
• Experience supporting enterprise customers and coordinating with vendors is an advantage.
• Certifications in networking, Microsoft technologies, or ITIL are considered beneficial.

Work pattern and additional information

This position follows a hybrid working model. Support is delivered on an 8x7 shift-based roster, and weekend plus public holiday coverage may be required based on operational needs.

The role is part of a transition of service desk personnel into the Infosys support environment for Spark services. The final alignment of responsibilities, scope, and delivery expectations will continue to follow the agreed transition plan, operational readiness requirements, and the future-state service delivery model.