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.