Description

Global IT Service Desk Chat Support Services
Summary of Services
Consultant shall provide a globally consistent Level 1 (L1) 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
Consultant shall perform the following activities as part of Level 1 Chat Support:

• 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 escalate unresolved or complex issues to next level in accordance with established escalation protocols.
• User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
• Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client's approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.

Primary responsibilities Key attributes/skills Scope & autonomy

• Provide real-time technical assistance; capture and log incidents in ServiceNow; use approved scripts/KB; escalate as per protocol; maintain SLA/KPI performance.

• Strong written communication; ServiceNow proficiency; multitasking; basic troubleshooting skills; adherence to scripts/KB.

• Operates within L1 scope using KB/SOPs; resolves standard issues; escalates complex cases; accountable for SLA adherence.