Level 1 Tech Support – Chat Services

About the role

Infosys is seeking a consultant to deliver a globally consistent Level 1 (L1) chat support service for its IT Service Desk. The role focuses on real‑time technical assistance via a chat channel, incident logging in ServiceNow, and escalation of complex issues.

Key responsibilities

• Provide real‑time technical assistance for common issues, account access problems, and basic troubleshooting across devices.
• Accurately capture, categorize, and log incidents in the ServiceNow ticketing system while meeting agreed service‑level targets.
• Follow established escalation protocols to hand over unresolved or complex cases to the next support tier.
• Maintain a professional user experience by using approved scripts, knowledge‑base articles, and quality standards.
• Develop, update, and maintain a Procedures Manual in line with client approvals and feedback.

Required profile

• Strong written communication skills and the ability to multitask in a fast‑paced environment.
• Attention to detail and adherence to scripts, knowledge‑base procedures, and SLA/KPI requirements.
• Ability to operate within the defined L1 scope and recognize when to escalate.

Required skills

• Proficiency with ServiceNow for incident management.
• Basic troubleshooting and technical support capabilities.