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 Experien...