PROCESS SPECIALIST

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

Main activities and responsibilities:

• Serve as the first point of contact for users seeking technical assistance through phone, email, chat, or the service portal.
• Log, categorize, prioritize, and track incidents and service requests in the ticketing system.
• Provide first-level technical support for hardware, software, operating systems, applications, printers, mobile devices, and network connectivity.
• Troubleshoot issues related to Windows, Microsoft 365, Outlook, Teams, VPN, browsers, and approved business applications.
• Perform password resets, account unlocks, access-related support, and basic user account administration according to established procedures.
• Resolve incidents and service requests at the first point of contact whenever possible, contributing to First Contact Resolution targets.
• Follow troubleshooting guides, standard operating procedures, knowledge base articles, and security policies.
• Accurately document issue descriptions, troubleshooting steps, user communications, resolutions, and relevant technical information in each ticket.
• Escalate unresolved or complex incidents to Level 2, Level 3, infrastructure, application, or security teams, providing complete documentation.
• Monitor assigned tickets and keep users informed about progress, expected resolution times, and next steps.
• Ensure incidents and requests are handled within established Service Level Agreements and operational targets.
• Identify recurring issues and contribute to knowledge base updates, process improvements, and problem-management activities.
• Support software installation, configuration, updates, and basic device setup when authorized.
• Assist users with remote-access tools while following identity verification, privacy, and information-security requirements.
• Maintain a professional, empathetic, and customer-focused approach during all interactions.
• Collaborate with other IT support teams, vendors, and business areas to facilitate incident resolution.
• Participate in shift handovers and communicate critical, pending, or high-priority incidents to the next support team.
• Report major incidents, security concerns, suspected phishing attempts, and service disruptions through the appropriate escalation channels.
• Protect confidential information and comply with company policies, data-protection requirements, and access-control procedures.
• Participate in training sessions, team meetings, quality reviews, and continuous-improvement initiatives.
• Meet established performance indicators, such as ticket quality, response time, resolution time, First Contact Resolution, customer satisfaction, and SLA compliance.

Required Qualifications:

• High school diploma or equivalent; technical education in Information Technology is preferred.
• Previous experience in IT support, Help Desk, Service Desk, or customer service is desirable.
• Basic knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, and web browsers.
• Basic understanding of hardware, software, printers, and network connectivity.
• Ability to troubleshoot common technical issues using documented procedures and knowledge articles.
• Strong verbal and written communication skills.
• Customer-focused mindset with patience, empathy, and professionalism.
• Ability to document incidents and service requests clearly and accurately.
• Ability to prioritize tasks and manage multiple support requests.
• Willingness to learn new technologies, processes, and support tools.
• Ability to work independently and collaborate effectively with other support teams. Familiarity with ticketing tools such as ServiceNow is desirable
• Availability to work in rotating shifts, weekends, or holidays, when required.

Additional information:
Type of work: CLT
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.