Integral IT Service Desk Chat Support Services
Consultant shall provide a globally consistent Level 1 (L1) 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 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 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 articles, and quality standards.
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




Provide real‐time technical assistance; capture and log incidents in ServiceNow; use approved scripts/KB; escalate as per protocol; maintain SLA/KPI performance.
Strong written communication; ServiceNow proficiency; multitasking; basic troubleshooting skills; adherence to scripts/KB.
Operate within L1 scope using KB/SOPs; resolve standard issues; escalation of complex cases; accountability for SLA adherence.
Qualifications
Experience with ServiceNow ticketing system.
Strong written communication and basic technical troubleshooting skills.
Ability to work within scripts and knowledge bases.
Commitment to meet SLA/KPI targets.
EEO Statement
Infosys provides equal employment opportunities to applicants and employees without regard to race, color, sex, gender identity, sexual orientation, religious practices and observances, national origin, pregnancy, childbirth, or related medical conditions, status as a protected veteran or spouse/family member of a protected veteran, or disability.
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