Process Specialist - Brazil

Job Description

Infosys Brazil is looking for professionals with the profile ofService 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.

Additional Required Qualifications

EEO/About Us

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

• Domain: Others (Please specify in the Requisition notes)
• Skillset: Others (Please specify in the Requisition notes)