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 orientatio
📌 Tech Support (Ciudad de México)
🏢 Infosys
📍 Ciudad de México
Postulate a este anuncio
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.