Tech Support

Description

Summary: This role provides global Level 1 chat support, delivering real-time technical assistance, managing incidents in ServiceNow, and ensuring a consistent user experience. Highlights: 1. Provide real-time technical assistance and troubleshooting via chat 2. Manage incidents in ServiceNow and ensure SLA/KPI performance 3. Maintain professional user experience with approved scripts and KB **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.