Tech Support

Infosys Limited; México; Híbrido; MXN 201.000 - 290.000; Jornada completa

Descripción de la vacante

Infosys is hiring for Global IT Service Desk Chat Support Services in Mexico City. The consultant will provide a globally consistent Level 1 chat service to promptly restore service, fulfill common requests, and deflect avoidable escalations for the client IT Service Desk.

The role emphasizes real-time technical assistance across devices, accurate incident logging in ServiceNow, adherence to escalation protocols, and delivering a professional user experience while meeting SLA/KPI targets.

Formación

• Experience providing Level 1 chat support to end users.
• Ability to log and categorize incidents in ServiceNow.
• Follow scripts and knowledge base articles to resolve common issues.

Responsabilidades

• Provide real-time technical assistance via chat and log incidents in ServiceNow.
• Adhere to escalation protocols and deflect escalation where possible.
• Maintain professional user experience and ensure SLA/KPI performance.

Conocimientos

Real-time chat support

ServiceNow proficiency

Written communication

SLA adherence

Multitasking

Herramientas

ServiceNow

Descripción del empleo

Technology|Infrastructure-Server Administration|MS-Windows, Technology|Infrastructure-Storage-Administration|Windows Storage, Technology|Messaging and Collaboration Administration|Office 365

Domain

Delivery

Interest Group

Infy Mexico

Company

Requisition ID

153199BR

Global IT Service Desk Chat Support Services

Consultant shall provide a globally consistent Level 1 (L1) chat service via a real-time chat channel to promptly restore service, fulfill common requests, and deflect avoidable escalations for client IT Service Desk.

Detailed description of the Services

Consultant shall perform the following activities as part of Level 1 Chat Support:

• Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
• Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
• Escalation Protocols: Promptly elevate unresolved or complex issues to next level in accordance with established escalation protocols.
• User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
• Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.

Primary responsibilities, Key attributes/skills, Scope & autonomy

• Provide real-time technical assistance; capture and log incidents in ServiceNow; use approved scripts/KB; elevate as per protocol; maintain SLA/KPI performance.
• Strong written communication; ServiceNow proficiency; multitasking; basic troubleshooting skills; adherence to scripts/KB.
• Operates within L1 scope using KB/SOPs; resolves standard issues; escalates complex cases; accountable for SLA adherence.

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.