About this role
Job Track Description:
- Performs tasks based on established procedures.
- Uses data organizing and coordination skills to perform business support or technical work.
- Requires vocational training, certifications, licensures, or equivalent experience.
General Profile
- Proficiency within a range of analytical or operational processes.
- Completes atypical assignments.
- Works within established procedures and practices.
- May establish the appropriate approach for new assignments.
- Acts as a resource for colleagues.
- Completes work with limited supervision.
Functional Knowledge
- Has developed skills in a range of processes, procedures, and systems.
Business Expertise
- Understanding of how teams integrate and work best together to support the achievement of company goals.
Impact
- Impacts a team, by example, through the quality service and information provided
- Uses discretion to change work procedures and practices.
Leadership
- May provide guidance and support to junior team members.
Problem Solving
- Provides solutions to atypical problems based on existing precedents or procedures.
Interpersonal Skills
- Exchanges information and ideas effectively.
Responsibility Statements
- Logs all incident/service request details.
- Categorizes and prioritizes codes.
- Provides customer service and first-level technical resolution for operational and service-related incidents.
- Routes service requests that cannot be resolved.
- Consults with a team of analysts and specialists.
- Handles requests and incident reports from customers and end-users.
- Maintains high levels of satisfaction with IT services.
- Determines which Configuration Items (CI) are involved in the incident.
- Delivers courteous services and is responsible for end-user requests.
- Resolves or escalates requests in line with established service level targets.
- Assesses escalations on behalf of the customer.
- Provides feedback on intelligence gained through customer interactions.
- Produces and validates all incident information.
- Obtains additional information from the requester and end-users.
- Ensures that incidents are resolved and closed.
- Performs other duties as assigned.
- Complies with all policies and standards.
Other facts
About Conduent
Conduent delivers digital business solutions and services spanning the commercial, government and transportation spectrum – creating valuable outcomes for its clients and the millions of people who count on them. We leverage cloud computing, artificial intelligence, machine learning, automation and advanced analytics to deliver mission-critical solutions. Through a dedicated global team of approximately 55,000 associates, process expertise and advanced technologies, our solutions and services digitally transform our clients’ operations to enhance customer experiences, improve performance, increase efficiencies and reduce costs. We drive progress in every process for our client including disbursing approximately $100 billion in government payments annually, enabling 2.3 billion customer service interactions annually, empowering millions of employees through HR services every year and processing nearly 13 million tolling transactions every day.
Learn more at www.conduent.com
What you'll do
- The IT Service Desk Associate III logs and categorizes incident and service request details, providing first-level technical resolution and customer service. They also consult with a team of analysts and specialists to ensure high levels of satisfaction with IT services.
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