Tech Support Associate – Level 1 Chat Support

About the role

Infosys is seeking a Tech Support Associate to join its Global IT Service Desk in Mexico City. The role focuses on providing Level 1 chat support to end‑users, handling common technical issues, account access queries, and basic troubleshooting through a real‑time chat channel.

Key responsibilities

• Deliver real‑time technical assistance for standard issues across devices.
• Capture, categorize, and log incidents in ServiceNow while meeting SLA targets.
• Escalate unresolved or complex cases according to established protocols.
• Maintain a consistent user experience by following approved scripts and knowledge‑base articles.
• Develop, update, and maintain a Procedures Manual as required by the client.

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 ticketing system.
• Experience in real‑time chat support.
• Basic troubleshooting of MS‑Windows environments.
• Knowledge of Windows Storage administration.
• Familiarity with Office 365 and related collaboration tools.