Senior IT Service Desk Specialist

Infosys Limited; Estado de México; On-site; MXN 180,000 - 360,000; Full time

Job summary

Infosys Limited in Mexico City is seeking a Senior Technical Support Executive to provide 1st line technical support, service restoration, and guidance to users, ensuring maximum system availability. You will work in a busy ICT Service Desk environment, handle incidents, and respond through phone, chat, email, and intranet channels.

The role requires strong analytical, problem solving, and communication skills, plus experience with Windows OS, Office 365, and various collaboration tools.

Qualifications

• 12-18 months’ experience in Service Desk/ Tech support with remote laptop/desktop support.
• Intermediate knowledge of Windows OS and iOS/Android apps relevant to support.
• Experience in ICT Service Desk with diagnostics and resolution.
• Understanding of ITIL working practices.
• Basic networking knowledge.

Responsibilities

• Improve user confidence with empathetic, user-friendly support.
• Help implement and improve team processes for service delivery.
• Actively troubleshoot incidents and service requests within timelines.
• Participate in on-call rotations for first-line support.
• Provide updates to customers and manage tickets to resolution.
• Ensure SLA targets are met and protect customer data.

Skills

Analytical problem solving

Time management

Communication skills

Interpersonal skills

Multitasking

Teamwork

Customer focus

Proactive

Patient

Tools

MS Office

O365

Outlook

Skype for Business

Microsoft Teams

SharePoint

OneDrive

Job description

Infosys Limited in Mexico City is seeking a Senior Technical Support Executive to provide 1st line technical support, service restoration, and guidance to users, ensuring maximum system availability. You will work in a busy ICT Service Desk environment, handle incidents, and respond through phone, chat, email, and intranet channels.

The role requires strong analytical, problem solving, and communication skills, plus experience with Windows OS, Office 365, and various collaboration tools.