L1 IT Help Desk – Real-Time Chat Support

Infosys Limited; México; Híbrido; MXN 201.000 - 290.000; Jornada completa

Descripción de la vacante

Infosys is hiring for Global IT Service Desk Chat Support Services in Mexico City. The consultant will provide a globally consistent Level 1 chat service to promptly restore service, fulfill common requests, and deflect avoidable escalations for the client IT Service Desk.

The role emphasizes real-time technical assistance across devices, accurate incident logging in ServiceNow, adherence to escalation protocols, and delivering a professional user experience while meeting SLA/KPI targets.

Formación

• Experience providing Level 1 chat support to end users.
• Ability to log and categorize incidents in ServiceNow.
• Follow scripts and knowledge base articles to resolve common issues.

Responsabilidades

• Provide real-time technical assistance via chat and log incidents in ServiceNow.
• Adhere to escalation protocols and deflect escalation where possible.
• Maintain professional user experience and ensure SLA/KPI performance.

Conocimientos

Real-time chat support

ServiceNow proficiency

Written communication

SLA adherence

Multitasking

Herramientas

ServiceNow

Descripción del empleo

Infosys is hiring for Global IT Service Desk Chat Support Services in Mexico City. The consultant will provide a globally consistent Level 1 chat service to promptly restore service, fulfill common requests, and deflect avoidable escalations for the client IT Service Desk.

The role emphasizes real-time technical assistance across devices, accurate incident logging in ServiceNow, adherence to escalation protocols, and delivering a professional user experience while meeting SLA/KPI targets.