Technology Lead

Descrizione del lavoro:

Global IT Service Desk Chat Support Services
Summary of Services
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.
Detailed description of the Services
Consultant shall perform the following activities as part of Level 2 Chat Support:
* 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 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.
* Operational Governance: Participate in QA audits, coaching, and continuous improvement (CI) initiatives.
* 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

* Manage shift operations; monitor queue; manage intraday performance; ensure SLA compliance; coordinate escalations; submit daily updates.

* Strong communication; decision-making; intraday management; dashboard literacy.

* Adjusts staffing intraday; accountable for shift-level SLA, quality, and escalation decisions