Service Desk

• Handle escalations and dispute in an effective manner and resolve the customer query
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times

Education and other requirement
• Graduate in any discipline
• Willingness to work in rotational shifts
• Problem solving and dispute resolution skills

• Dispute handling and conflict resolution skills
Time Management Skills
Being proactive and show the utmost respect for customer's time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask
Communication & Relationships Skills
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
• Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

Required Qualifications:

Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues.
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
o Quickly build trust and confidence with customer
o Own and resolve customer issues efficiently, effectively and empathetically

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): Belo Horizonte, Brazil

Job ID: Infosys-151186BR

Employment Type: OTHER

Posted: 2026-07-28T18:46:53