IT Service Desk Agent

Infosys

2d•Onsite

About The Position

Infosys is seeking an IT Service Desk Agent who will serve as the first point of contact for end users seeking technical assistance and support. This role is responsible for providing timely resolution of IT-related issues, ensuring minimal disruption to business operations, and delivering a high level of customer service. The job entails sitting as well as working at a computer for extended periods of time providing front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.

Requirements

High School Diploma/GED or equivalent educational qualification.
At least 0-1 years of Information Technology experience.
Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.
Proficient in both oral and written communication, ensuring clarity and professionalism in all interactions.
Self-motivated with the ability to work independently and prioritize tasks under pressure.
Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and Weekends.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Nice To Haves

Excellent Communications and client interaction skills along with exceptional written and verbal skills as well as technical documentation.
Extraordinary Planning, Project Management, Coordination, and Analytical skills.
Hands-on experience in working in Global Delivery Model with onsite/offshore resources.
Exceptional Organizational Skills.
Ability to manage and prioritize tasks efficiently.
Readiness to demonstrate a proactive attitude.
Solid attention to detail and excellent written and verbal communication skills are required.
Ability to work in team in diverse/ multiple stakeholder environment.
Exposure to Computer Operating skills.
Attention to detail and problem-solving abilities.

Responsibilities

Serve as the first point of contact for end users seeking technical assistance and support.
Provide timely resolution of IT-related issues, ensuring minimal disruption to business operations, and delivering a high level of customer service.
Handle incidents, service requests, and troubleshooting activities across a variety of technologies, including desktops, laptops, mobile devices, operating systems, business applications, network connectivity, email systems, and collaboration tools.
Diagnose technical problems, provide first-level support, escalate complex issues to specialized teams when necessary, and maintain accurate documentation within ticketing systems.