Service Desk Process Specialist – Nova Lima (Brazil)

About the role

Infosys is seeking a Service Desk Process Specialist to join its Nova Lima team in Brazil. The role provides first‑line IT support, handling incidents and service requests from end‑users through multiple channels while ensuring high customer satisfaction.

Key responsibilities

• Receive and log incidents and service requests via telephone, web tickets, chat and email.
• Diagnose, troubleshoot and resolve user issues in a timely, professional manner.
• Participate in a 24‑hour on‑call rotation to deliver continuous support.
• Escalate complex problems according to defined processes and follow up until resolution.
• Maintain accurate documentation of all interactions in the prescribed format.
• Contribute to the improvement of support processes and procedures.
• Ensure Service Level Agreements are met or exceeded.

Required profile

• Graduate in any discipline.
• Minimum 18‑24 months of experience in a customer‑service environment.
• Excellent communication and active‑listening skills.
• Ability to work in rotational shifts and handle multiple tasks simultaneously.
• Strong problem‑solving, dispute handling and time‑management abilities.
• Commitment to confidentiality and data protection.

Required skills

• Proficiency in using IT service desk tools (e.g., ticketing systems).
• Basic understanding of common IT applications and operating systems.