IT Helpdesk – Senior Technical Process Executive

About the role

Infosys BPM Limited is looking for a Senior Technical Process Executive to join its IT Helpdesk team in San José, Costa Rica. The role serves as the first point of contact for customers reporting technical or process‑related issues, providing assistance through multiple channels and ensuring service quality in line with SLA commitments.

Key responsibilities

• Answer service desk calls and address technical or process issues reported by users.
• Log incidents, raise tickets, and resolve minor tickets or service requests promptly.
• Escalate complex issues to Level 2 and Level 3 support as needed.
• Communicate status updates to stakeholders and ensure timely resolution.
• Maintain accurate records of incidents and follow up on open tickets.

Required profile

• High school diploma or GED equivalent.
• At least 1 year of experience in a call‑center or contact‑center environment, preferably in technical support.
• Customer‑focused attitude with strong communication skills.
• Ability to handle confidential information with integrity.
• Proactive, quick thinker who can respond logically to issues.
• Team player who collaborates effectively with leaders and peers.
• Strong attendance and adherence to company policies.

Required skills