Senior Consultant

Infosys Limited; México; Híbrido; MXN 210.000 - 270.000; Jornada completa

Descripción de la vacante

Infosys is seeking deskside support technicians in Mexico City to provide personal support services to end users. You will manage ServiceNow tickets, diagnose hardware and software issues, and assist with device imaging and software upgrades.

Join a global IT team delivering hardware and application support across desktops, laptops, tablets, and mobile devices, with emphasis on clear documentation and customer-focused service.

Formación

• Candidates must provide clear, courteous end-user support via ServiceNow.
• Experience diagnosing hardware and software issues on desktops and laptops.
• Strong English communication and ability to document resolutions clearly.

Responsabilidades

• Manage work queues in ServiceNow and attend daily team meetings.
• Provide deskside support for desktops, laptops, tablets and mobile devices.
• Install software upgrades and re-image devices when needed.
• Create and update knowledge base articles and SOPs.

Conocimientos

Customer service

Problem-solving

Communication

Ticket triage

End-user support

Herramientas

ServiceNow

SCCM

Windows 10/11

Printers troubleshooting

Descripción del empleo

Process|Maintenance and Production Support process|Support Process - Transition, Technology|Architecture|Architecture - ITIL

Domain

Delivery

Interest Group

Infy Mexico

Company

Requisition ID

154305BR

Required Skills and abilities ( For any questions, please contact INF_Leadership.)

• Managing work queues in Service Now.
  • Attend daily Team meetings.
  • Assist in coverage support for PTO and sick days.
• Prioritize tickets accordingly (P1’s, P2s, Break/Fix, VIP, escalated and expedited incidents and tasks).
• Good working knowledge of MS Windows versions 10 and 11 and experience troubleshooting the same.
• Experience troubleshooting network printers.
• Resolving hardware issues for desktops and laptops including Break / Fix.
• Support of Desktops, Laptops and mobile devices including Windows, Apple, and Android.
• Troubleshooting and diagnosing various technical issues.
• Installing and maintaining the company’s software and equipment using tools such as SCCM.
• Re-imaging devices when necessary.
• Troubleshooting various technology issues.
• Helping new employees to set up their workstation.
• Preventative maintenance tasks on machines with low health scores in Systrack.
• Assisting other teams with gathering information such as rack space, cabling, or pictures as needed.
• Creating and updating Knowledge base articles (KB’s) and Standard operation processes (SOP’s).
• Excellent English and communication skills
• Assessing and understanding user needs and issues.
• Answering general questions presented by our customers.
• All other tasks as assigned.

Daily duty details

CUSTOMER SERVICE

One of the most important responsibilities that deskside support technicians have is providing personal support services. They must build rapport and obtain problem details from help desk customers. They politely take incoming requests for help from end users through the Service Now ticketing system.

PROBLEM-SOLVING

Deskside support technicians take initiative and ownership of reported end-user problems. They use diagnostic tools to identify root problems. Once the issue is identified, deskside support technicians process these incidents through an incident management process.

DELIVER HARDWARE AND APPLICATION SUPPORT

When end users need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software, they turn to deskside support. These technicians then diagnose and solve unique one-time problems. To complete this, they reimage systems and engage in computer networking. Deskside support technicians also work with purchasing staff to buy replacement hardware and software as needed.

ASSIST OTHER TEAMS

Deskside technicians are occasionally called up to lend support to other technical towers. This may require going into server rooms, network closets or other locations to assist.

INSTALL SOFTWARE UPGRADES

Deskside support workers complete hands-on fixes for desktops and laptops that include software installations and upgrades. They perform file backups and configure new systems and applications. After completing installations, deskside support workers test new computers according to established guidelines.

CREATE AND MAINTAIN DOCUMENTATION

Documentation is a major requirement for deskside support. They record, track, and write notes for the help desk problem-solving process, including decision outcomes, actions taken, and final resolutions. Deskside support technicians are often required to submit accurate call logs itemizing customer interactions.

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.