Tech Support Associate – Level 1 Chat Support

About the role

Infosys is seeking a Tech Support Associate to deliver Level 1 chat support for its global IT Service Desk. The role involves providing real‑time technical assistance, logging incidents in ServiceNow, and ensuring a consistent user experience.

Key responsibilities

• Provide real‑time technical assistance via chat for common issues, account access, and basic troubleshooting across devices.
• Capture, categorize, and log incidents in the ServiceNow ticketing system while meeting SLA targets.
• Escalate unresolved or complex issues according to established protocols.
• Follow approved scripts and knowledge‑base articles to maintain a professional user experience.
• Develop, update, and maintain a Procedures Manual subject to client approval.

Required profile

• Strong written communication skills.
• Ability to multitask and adhere to scripts and knowledge‑base guidelines.
• Commitment to meeting SLA/KPI performance metrics.

Required skills

• Proficiency with ServiceNow incident management.
• Experience with MS Windows operating systems.
• Knowledge of Windows Storage administration.
• Familiarity with Office 365 messaging and collaboration tools.