IT Service Desk Specialist — Fast, Empathetic Support

Infosys Limited; Ciudad de México; Híbrido; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Infosys Limited is seeking a Technical Support Specialist to provide 1st level remote and on-site assistance, ensuring maximum system availability and service quality. You will handle incidents, service requests, and user guidance across multiple channels, collaborating with teams to resolve issues efficiently.

The role emphasizes problem-solving, ownership, and strong communication within a busy ICT service desk environment, with rotational shifts and on-call responsibilities to meet service

Formación

• Min. 24 months’ work experience in Service Desk/ Tech support providing remote support for laptops/desktops and applications.
• Intermediate knowledge of OS (Windows XP-10), Browsers, MS Office suite
• Experience in ICT Service Desk environments, with diagnostics and resolution capabilities.

Responsabilidades

• Provide 1st line technical support and service restoration for user issues via multiple channels (phone, web, chat, email).
• Guide users on IT-related areas and collaborate with teammates to improve performance and knowledge sharing.
• Troubleshoot and resolve incidents within agreed SLAs, escalating as needed and maintaining proper documentation.
• Participate in on-call rotas and ensure timely, customer-focused responses and updates.

Conocimientos

Active listening

Analytical thinking

Problem solving

Ownership & accountability

Time management

Communication skills

Team collaboration

Educación

Engineering Graduate / B.Sc. Computer Science or technical degree

Herramientas

MS Office

ITIL

VPN

Descripción del empleo

Infosys Limited is seeking a Technical Support Specialist to provide 1st level remote and on-site assistance, ensuring maximum system availability and service quality. You will handle incidents, service requests, and user guidance across multiple channels, collaborating with teams to resolve issues efficiently.

The role emphasizes problem-solving, ownership, and strong communication within a busy ICT service desk environment, with rotational shifts and on-call responsibilities to meet service