IT Service Desk Agent

Infosys Limited; Columbus (OH); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Disability insurance

Health and dependent care accounts

Insurance (Accident, Critical Illness,

401(k) plan

Job summary

Infosys is seeking an IT Service Desk Agent in Columbus, OH. This role is the first point of contact for end users seeking technical assistance and support, handling incidents, service requests, and troubleshooting across a range of technologies.

The position requires a high school diploma or equivalent, 0–1 years IT experience, strong communication, customer service skills, and the ability to work independently with flexible shifts including holidays and weekends. Relocation may be needed.

Qualifications

• High School Diploma/GED or equivalent educational qualification.
• At least 0-1 years of Information Technology experience.
• Responsible for providing timely resolution of IT-related issues and delivering customer service capabilities.
• Technical aptitude with the ability to learn and support a broad range of IT systems.

Responsibilities

• Provide first-level IT support to end users via phone or chat.
• Resolve incidents and service requests with a focus on minimal business disruption.
• Document ticket details accurately in the ticketing system.
• Support a variety of devices and applications and escalate when needed.

Skills

IT support

Customer service

Windows basics

Troubleshooting

Communication skills

Documentation

Ticketing systems

Independent worker

Shift flexibility

Education

High School Diploma/GED

Tools

Ticketing systems

Windows OS

Live chat tools

Job description

Domain

Delivery

Interest Group

Company

ITL USA

Requisition ID

154275BR

Infosys is seeking an IT Service Desk Agent serves as the first point of contact for end users seeking technical assistance and support.

Basic Qualifications

• This position is based in Columbus, OH. Candidates must reside within a reasonable commuting distance or be willing to relocate. The role may involve occasional travel and/or relocation as required.
• High School Diploma/GED or equivalent educational qualification.
• At least 0-1 years of Information Technology experience
• Responsible for providing timely resolution of IT-related issues, ensuring minimal disruption to business operations, and delivering a high level of customer service.
• Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems
• Handle incidents, service requests, and troubleshooting activities across a variety of technologies, including desktops, laptops, mobile devices, operating systems, business applications, network connectivity, email systems, and collaboration tools.
• Diagnose technical problems, provide first-level support, elevate complex issues to specialized teams when necessary, and maintain accurate documentation within ticketing systems.
• Proficient in both oral and written communication, ensuring clarity and professionalism in all interactions
• Self-motivated with the ability to work independently and prioritize tasks under pressure.
• Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and Weekends

Preferred Qualifications

• Excellent Communications and client interaction skills along with exceptional written and verbal skills as well as technical documentation
• Extraordinary Planning, Project Management, Coordination, and Analytical skills
• Hands-on experience in working in Global Delivery Model with onsite/offshore resources
• Exceptional Organizational Skills
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Solid attention to detail and excellent written and verbal communication skills are required
• Ability to work in team in diverse/ multiple stakeholder environment
• Exposure to Computer Operating skills
• Attention to detail and problem-solving abilities.

Additional Required Qualifications

• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

The job entails sitting as well as working at a computer for extended periods of time providing front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level

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.