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.
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 responsibilitiesKey attributes/skillsScope & autonomyProvide 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.
Operates within L1 scope using KB/SOPs; resolves standard issues; escalates complex cases; accountable for SLA adherence.
Freshers eligible
high school eligible
salary 14.8K MXN gross per month + Benefits + joining bonus