Service Desk

Infosys; Nova Lima; On-site; BRL 30,000 - 42,000; Full time

Benefits offered by this job

Transport vouchers

Meal vouchers

Childcare assistance

Life insurance

Funeral assistance

Medical and dental insurance

Job summary

Infosys Brazil is seeking a Service Desk professional to join our team. The role focuses on delivering first line support to users, handling incidents via phone, web tickets, chat and email, and guiding customers through IT-related inquiries.

Candidates should have 18–24 months of customer service experience, excellent communication, and strong problem solving skills. The position requires willingness to work in rotational shifts and to participate in an on-call rota to provide 24-hour support.

Qualifications

• Minimum 18–24 months’ experience in customer service.
• Excellent communication skills.
• Fluent in Spanish.
• Fluency or strong proficiency in Spanish.

Responsibilities

• Provide first line support to users via the Service Desk, including phone, web tickets, chat and email.
• Resolve customer queries in a professional and customer-focused manner.
• Participate in on-call rota to provide 24-hour support.
• Improve processes and procedures to drive service quality.
• Document interactions and ensure compliance with prescribed guidelines.

Skills

Excellent communication skills

Empathy

Active listening

Problem solving

Multitasking

Spanish language

Education

Graduate in any discipline

Job description

Infosys Brazil is looking for professionals with the profile of Service Desk to join our team

Main Activities And Responsibilities

• Min. 18-24 months’ work experience customer service field.
• Excellent communication skills

Job Duties And Responsibilities

• To improve customer confidence being empathetic to a variety of new and experienced learners needs.
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
• Actively resolve customer queries within agreed processes and in a professional and customer sensitive manner.
• To participate in and on call rota, providing a 24 hours, first line support service to users.
• Handle escalations and dispute in an effective manner and resolve the customer query
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times

Education and other requirement

• Graduate in any discipline
• Willingness to work in rotational shifts
• Problem solving and dispute resolution skills
• Dispute handling and conflict resolution skills

Time Management Skills

Being proactive and show the utmost respect for customer’s time

• Good time management, ensuring all contacts with customers add value
• Ability to Multitask

Communication & Relationships Skills

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
• Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

Required Qualifications

Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues

• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
• Quickly build trust and confidence with customer
• Own and resolve customer issues efficiently, effectively and empathetically
• Fluent in Spanish

Additional Information

Type of work

• CLT
• Flexible hours

Benefits package

• Transport vouchers
• Meal vouchers
• Childcare assistance
• Life insurance
• Funeral assistance
• Medical and dental insurance

Career

• Global work on national and international clients and/or projects
• Possibility of international career movement

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.