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 escalated unresolved or complex issues to the next level in accordance with established escalation protocols.
User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base arti...