💼 Full-Time Position

L2 IT Service Desk Engineer: Real-Time Chat Support

🏢
Infosys Limited
📍 ciudad de méxico, ciudad de méxico, Mexico
📍
Location
ciudad de méxico, Mexico
📅
Posted
June 05, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

Global IT Service Desk Chat Support Services

Consultant shall provide a globally consistent Level 2 (L2) 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

  • 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 escalated unresolved or complex issues to the next level in accordance with established escalation protocols.
  • User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base arti...