L2 IT Service Desk Engineer: Real-Time Chat Support

Global IT Service Desk Chat Support 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

• 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 escalated 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.
• 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, appropriately update, and maintain a Procedures Manual, subject to client’s approval. Implement necessary changes or additions to the Procedures Manual identified by the client as appropriate.

Primary responsibilities and key attributes

• 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.
• Guide team; approve justified deviations from scripts; recommend SOP updates.

EEO Statement

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.