- 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.
- 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.
- Knowledge Contribution:
Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency.
- Operational Coverage: Maintain operational coverage as defined in the Hours of Coverage section, ensuring continuity of service during agreed support windows and implementing real-time operational adjustments based on volume forecasts and peak demand.
- 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 Key attributes/skills Scope & autonomy
- Provide floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates.
- Deep process knowledge; coaching skills; documentation and KB authoring proficiency.
📌 IT Chat Support (Ciudad de México)
🏢 Infosys Technologies, de C.V.
📍 Ciudad de México
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