Tech Support – Level 1 Chat Support

About the role

Infosys is seeking a Level 1 Chat Support Technician to join its Global IT Service Desk. You will provide real‑time technical assistance via chat, helping end‑users resolve common issues, restore services quickly, and prevent unnecessary escalations.

Key responsibilities

• Deliver real‑time technical assistance for routine issues, account access problems, and basic troubleshooting across devices.
• Accurately capture, categorize, and log incidents in the ServiceNow ticketing system while meeting SLA targets.
• Escalate unresolved or complex cases to higher‑level support according to established protocols.
• Maintain a consistent, professional user experience by following approved scripts and knowledge‑base articles.
• Develop, update, and maintain a Procedures Manual subject to client approval.

Required profile

• Strong written communication skills.
• Proficiency with ServiceNow incident management.
• Ability to multitask and handle multiple chat sessions simultaneously.
• Basic troubleshooting capabilities for common IT issues.
• Strict adherence to scripts, knowledge‑base, and quality standards.

Required skills

• ServiceNow
• Real‑time chat support
• Basic IT troubleshooting