Service Desk Specialist

Role Overview

The Service Delivery Chat Support provides real-time, chat-based technical support to end users in a high-volume, enterprise environment. The role is primarily chat-driven and requires the ability to manage multiple concurrent conversations while delivering accurate, professional, and timely resolutions.

This is a frontline support role focused on incident resolution, service request handling, and customer experience, operating within defined L1 scope and governed by standard operating procedures and performance metrics.

Core Responsibilities

· Provide first-line technical support primarily via chat, supporting multiple concurrent users as required.

· Diagnose and resolve issues using chat and approved remote support tools.

· Maintain clear, professional, and courteous written communication throughout each interaction.

· Accurately document incidents, actions taken, and resolutions during or immediately after chat sessions.

· Troubleshoot common end-user issues related to:

o Operating systems (Windows and macOS)

o Productivity tools and email clients

o Virtual desktop or remote access environments

o Mobile devices (iOS and Android)

o Basic network connectivity issues (e.g., VPN, wireless, login/access)

· Perform standard L1 tasks such as password resets, access assistance, and basic configuration following documented procedures.

· Escalate issues beyond L1 scope with complete and accurate context.

· Adhere to defined chat quality standards, resolution procedures, and escalation guidelines.

· Meet performance expectations across key metrics such as:

o Service Level Agreements (SLA)

o Average Handling Time (AHT)

o Quality Assurance (QA)

o Customer Satisfaction (CSAT)

· Actively manage tickets to avoid aging or rework.

· Contribute to knowledge base updates by flagging gaps or recurring issues.

· Participate in reviews related to escalations or customer feedback when required.

Required Experience & Skills

Experience

· 2–3 years of experience in service desk, helpdesk, or end-user support

· At least 1–2 years of direct chat-based customer support experience

· Proven experience troubleshooting issues without reliance on phone support

Technical Skills

· Working knowledge of:

o Windows and macOS

o Common productivity software and email platforms

o Remote desktop or virtual desktop environments

o Basic Active Directory tasks

o Networking fundamentals (TCP/IP, VPN, connectivity triage)

· Familiarity with ITSM ticketing systems (e.g. ServiceNow) and remote support tools (e.g. Bomgar).

Communication & Behavioral Skills

· Strong written English communication skills suitable for live chat

· Ability to manage multiple chat conversations simultaneously

· High attention to detail in documentation and troubleshooting

· Comfortable working in a metrics-driven, process-led environment

· Knows when to resolve independently vs. escalate

Success Profile

A successful Service Delivery Chat Support:

· Handles concurrent chat sessions efficiently without sacrificing quality

· Communicates clearly, calmly, and professionally at all times

· Consistently meets performance metrics and quality expectations

· Follows defined processes and escalation paths

· Treats documentation and knowledge contribution as a core responsibility