Service Desk Associate – First Line Support

About the role

Infosys Brazil is seeking a Service Desk Associate to provide first‑line IT support to internal users in Nova Lima. You will be the initial point of contact for incidents and service requests, helping customers resolve issues quickly and professionally.

Key responsibilities

• Receive and log incidents and service requests via phone, email, chat and web tickets.
• Diagnose, troubleshoot and resolve technical issues, escalating when necessary.
• Participate in a 24‑hour on‑call rotation to ensure continuous support coverage.
• Maintain accurate documentation of all interactions in the prescribed format.
• Meet or exceed Service Level Agreements and ensure data confidentiality.

Required profile

• Graduate in any discipline.
• 18‑24 months of experience in a customer‑service environment.
• Willingness to work rotational shifts.
• Strong problem‑solving, dispute‑resolution and time‑management abilities.
• Proactive attitude with respect for customers' time.

Required skills

• Active listening and effective questioning.
• Attention to detail for root‑cause analysis.
• Analytical thinking and quick decision‑making.
• Ownership, accountability and empathy in handling issues.

What we offer

• Opportunity to work in a global technology firm.
• Professional development and knowledge‑sharing within a collaborative team.
• Exposure to diverse IT environments and processes.