Tech Support – Level 1 Chat Support

About the role

Infosys is seeking a Tech Support professional to deliver Level 1 chat assistance for its global IT Service Desk. The role involves real‑time technical help via a chat channel, incident logging in ServiceNow, and ensuring a consistent user experience across devices.

Key responsibilities

• Provide real‑time technical assistance for common issues, account access and basic troubleshooting through chat.
• Accurately capture, categorize and log incidents in the ServiceNow ticketing system.
• Escalate unresolved or complex cases according to established protocols.
• Follow approved scripts, knowledge‑base articles and quality standards to maintain a professional user experience.
• Develop, update and maintain a Procedures Manual subject to client approval.
• Monitor and meet SLA/KPI targets for incident handling.

Required profile

• Strong written communication skills.
• Ability to multitask and handle multiple chat sessions simultaneously.
• Attention to detail and adherence to scripts and knowledge‑base guidelines.

Required skills

• Proficiency with ServiceNow incident management.

What we offer

• Opportunity to work with a global leader in digital services and consulting.
• Exposure to a diverse, multinational client base.