Help Desk

Infosys Brazil is looking for professionals with the profile of Help Desk to join our team

Main activities and responsibilities:

• Be part of LATAM contact center team, handling inbound calls and be the first point of contact for queries related to Time & Attendance Management, Employee Data Administration, Leave of Absence Management and Payroll.
• Process and validate changes in HR systems (e.g., SuccessFactors) ensuring data accuracy.
• Assist employees with self-service tools and guide them through HR processes.
• Respond to payroll-related inquiries (salary, deductions, tax, overtime, benefits)
• Investigate and resolve discrepancies in collaboration with payroll teams
• Provide clear, timely resolutions and escalate complex cases when necessary.
• Manage tickets via HR Helpdesk platform (e.g., ServiceNow) within defined SLAs.
• Maintain detailed documentation of cases and resolutions for audit and compliance.
• Provide proactive communication and status updates to employees.
• Escalate non-transactional, production, issues promptly and according to established protocols
• Identify recurring issues and propose process improvements
• Ensure adherence to LATAM labor laws and company policies.
• Supports TL in training, daily reviews and escalations resolutions
• Participate and contribute towards process transformation & automations

Required Qualifications:

Must Have

• Graduate in any stream
• Strong written and verbal communication skills
• Results and deadline driven
• Ability to work independently and as part of a team
• Minimum 2 year Experience with HR systems and tools such as SuccessFactors, SAP, Workday etc. and ticketing tools like ServiceNow
• Computer proficiency (MS Office - Word, Excel and Outlook)
• Proficient in Portuguese or Spanish & English language (Read, Write, Speak)

Good to have

• Experience specific to Hire to Retire Data administration for LATAM region

Additional information:
Type of work: CLT, Flexible hours.
Benefits package: Transport vouchers, meal vouchers, childcare assistance, life insurance, funeral assistance, medical and dental insurance.
Career: Global work on national and international clients and/or projects, possibility of international career movement.

Client-provided location(s): São Paulo, Brazil

Job ID: Infosys-142864BR

Employment Type: OTHER

Posted: 2025-12-24T18:38:03