Tech Support

Discovered

Infosys

Mexico City, MexicoexternalDesign and UXPosted 4 days ago (Aug 8, 2026)

Summary of Services

Consultant shall provide a globally consistent Level 1 (L1) chat service via a real-time chat channel to promptly restore service, fulfill common requests, and deflect avoidable escalations for client IT Service Desk.

Detailed description of the Services

Consultant shall perform the following activities as part of Level 1 Chat Support: •

Real-time Technical Assistance

Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices. •

Incident Management

Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets. •

Escalation Protocols

Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols. •

User Experience

Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards. •

Procedures Manual

Develop and appropriately update and maintain a Procedures Manual, subject to client's approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.

Scope & autonomy

• Provide real-time technical assistance; capture and log incidents in ServiceNow; use approved scripts/KB; escalate as per protocol; maintain SLA/KPI performance. • Strong written communication; ServiceNow proficiency; multitasking; basic troubleshooting skills; adherence to scripts/KB. • Operates within L1 scope using KB/SOPs; resolves standard issues; escalates complex cases; accountable for SLA adherence.

Not published in this posting

The company didn't include about the role, what you'll do, benefits in the source posting. The hiring team may have more details on their own site.