About the Role
Global IT Service Desk Chat Support Services
Summary of 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 escalate unresolved or complex issues in accordance with established escalation protocols.
- User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, kn...
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