Tech Support Lead

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...