Senior IT Helpdesk & Service Desk Specialist

Infosys; Ciudad de México; Presencial; MXN 167.000 - 257.000; Jornada completa

Descripción de la vacante

Infosys in Mexico City is seeking a 1st level technical support specialist to provide service restoration, handle requests and advise users to maximize system uptime and performance.

The ideal candidate has 12–18 months in a busy ICT service desk, working with Windows OS, MS Office, iOS/Android, Teams and SharePoint, and can work in rotating shifts. Strong communication, analytical thinking and customer focus are essential.

Formación

• 12-18 months’ experience in Service Desk / Tech support providing remote support
• Intermediate knowledge of iOS, Android, Windows
• Intermediate knowledge of Windows OS, Browsers, MS Office, O365, Outlook, Teams, SharePoint
• Experience in a busy ICT Service Desk environment with diagnostics and resolution
• Understanding of ITIL practices
• Willingness to work in rotational shifts

Responsabilidades

• Provide first line support via the Service Desk across multiple channels
• Advise end users on IT-related areas as part of a team
• Troubleshoot to identify, assess, record, resolve incidents within agreed timelines
• Participate in an on-call rota for first-line support
• Deliver updates to customers and manage tickets through resolution
• Ensure data protection and confidentiality at all times

Conocimientos

Active listening

Analytical problem solving

Problem solving

Ownership and accountability

Customer empathy

Time management

Communication skills

Herramientas

Windows OS

MS Office

Skype for Business

Microsoft Teams

SharePoint

Descripción del empleo

Infosys in Mexico City is seeking a 1st level technical support specialist to provide service restoration, handle requests and advise users to maximize system uptime and performance.

The ideal candidate has 12–18 months in a busy ICT service desk, working with Windows OS, MS Office, iOS/Android, Teams and SharePoint, and can work in rotating shifts. Strong communication, analytical thinking and customer focus are essential.