Tech Support Engineer

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
Consultant shall perform the following activities as part of 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.

• Knowledge Contribution: Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency.

• Operational Coverage: Maintain operational coverage as defined in the Hours of Coverage section, ensuring continuity of service during agreed support windows and implementing real-time operational adjustments based on volume forecasts and peak demand.

• 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 floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates.
  • Deep process knowledge; coaching skills; documentation and KB authoring proficiency.
  • Guides team; approves justified deviations from scripts; recommends SOP updates.