Senior IT Support & Service Desk Specialist

Infosys; Ciudad de México; Presencial; MXN 201.000 - 357.000; Jornada completa

Descripción de la vacante

Infosys is seeking a Service Desk professional in Mexico City to provide 1st line technical support, service restoration and advice to users. The role requires handling incidents via phone, web, chat and email within defined timelines and SLAs.

Ideal candidates will have 12–18 months in a busy ICT service desk, strong communication skills, and a proactive, customer-focused approach. Shifts are rotational, and knowledge of Windows OS, MS Office, Teams, and VPN is beneficial.

Formación

• 12-18 months’ work experience in Service Desk/ Tech support processing providing remote support.
• Intermediate knowledge of iOS, Android, Windows Small Forms.
• Knowledge of Windows OS, browsers, MS Office suite including O365, Outlook, Skype for Business, Teams, SharePoint and OneDrive for Business.
• Experience in busy ICT Service Desk environment with systems, support, diagnostic and resolution.
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryption.
• Intermediate knowledge of Network collaborations, VPN, TCP/IP, OSI, network devices and carriers.
• Basic networking knowledge.

Responsabilidades

• Improve user confidence when using computer software and be empathetic to diverse learners.
• Help implement and improve processes within the team.
• Actively troubleshoot to identify, assess, record, resolve or escalate incidents.
• Participate in an on-call rota for first-line support.
• Deliver first-line support via Service Desk across multiple channels.
• Provide timely updates to incidents and manage tickets through to resolution.
• Escalate issues following company procedures and SLAs.
• Ensure CSOs are met and customer data is protected.

Conocimientos

Active listening

Detail orientation

Analytical thinking

Ownership & accountability

Customer focus

Time management

Multitasking

Team collaboration

Verbal & written communication

Herramientas

MS Office Suite

Office 365

Outlook

Skype for Business

Microsoft Teams

SharePoint

OneDrive for Business

VPN

TCP/IP

Descripción del empleo

Infosys is seeking a Service Desk professional in Mexico City to provide 1st line technical support, service restoration and advice to users. The role requires handling incidents via phone, web, chat and email within defined timelines and SLAs.

Ideal candidates will have 12–18 months in a busy ICT service desk, strong communication skills, and a proactive, customer-focused approach. Shifts are rotational, and knowledge of Windows OS, MS Office, Teams, and VPN is beneficial.