Junior Service Desk Associate – Nova Lima, Brazil

About the role

Infosys is seeking a Junior Service Desk Associate to join its Nova Lima team in Brazil. The role provides first‑line IT support to internal users, handling incidents and service requests through multiple channels while delivering a high level of customer satisfaction.

Key responsibilities

• Respond to user enquiries via phone, email, web tickets and chat, ensuring timely and professional assistance.
• Diagnose and resolve technical issues, escalating complex cases according to defined processes.
• Participate in a 24‑hour on‑call rotation to provide continuous support coverage.
• Document all interactions accurately in the ticketing system and follow prescribed transaction guidelines.
• Implement and improve support processes, contributing to service‑focused deliverables.
• Maintain confidentiality of user data and adhere to security policies.

Required profile

• Graduate in any discipline.
• Strong customer‑service mindset with excellent communication skills.
• Willingness to work rotational shifts and participate in on‑call duties.
• Effective problem‑solving, dispute resolution and time‑management abilities.
• Proactive attitude, multitasking capability and respect for customers' time.

Required skills