Global L1 IT Chat Support Specialist

Infosys; Ciudad de México; Presencial; Jornada completa

Descripción del empleo

Global IT Service Desk Chat Support Services

Summary Of Services

Consultant shall provide a globally consistent Level 1 (L1) chat service via a real-time chat channel to promptly restore service, fulfill common requests, and deflect avoidable escalations for client IT Service Desk.

Detailed Description Of The Services

Consultant shall perform the following activities as part of Level 1 Chat Support:

• Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
• Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
• Escalation Protocols: Promptly elevate unresolved or complex issues to next level in accordance with established escalation protocols.
• User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
• Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.

Responsibilities

Primary responsibilities

Key attributes/skills

Scope & autonomy

• Provide real-time technical assistance; capture and log incidents in ServiceNow; use approved scripts/KB; elevate as per protocol; maintain SLA/KPI performance.
• Strong written communication; ServiceNow proficiency; multitasking; basic troubleshooting skills; adherence to scripts/KB.
• Operates within L1 scope using KB/SOPs; resolves standard issues; elevate complex cases; accountable for SLA adherence.

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.