L2 IT Service Desk Engineer - Real-Time Chat Support
Infosys Limited
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Job summary
Infosys Mexico is seeking a Consultant to deliver a globally consistent Level 2 chat support for client IT Service Desk, restoring service quickly, handling common requests, and deflecting escalations.
Responsibilities include real-time technical assistance, incident logging in ServiceNow, adhering to scripts and KB, contributing to KB updates, and maintaining coverage per hours of operation.
Qualifications
- Deep process knowledge.
- Coaching skills.
- Documentation and KB authoring proficiency.
Responsibilities
- Provide floor support; improve KB/scripts; validate escalations.
- Coach L1 analysts and support Procedures Manual updates.
Skills
Tools
Job description
Infosys Mexico is seeking a Consultant to deliver a globally consistent Level 2 chat support for client IT Service Desk, restoring service quickly, handling common requests, and deflecting escalations.
Responsibilities include real-time technical assistance, incident logging in ServiceNow, adhering to scripts and KB, contributing to KB updates, and maintaining coverage per hours of operation.
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