IT Service Desk Associate III at Conduent

Cebu City, Central Visayas, Philippines -

Full Time

Start Date

Immediate

Expiry Date

19 Apr, 26

Salary

0.0

Posted On

19 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Customer Service, Technical Resolution, Problem Solving, Interpersonal Skills, Data Organization, Coordination Skills, Incident Management, Service Request Handling, Configuration Item Management, Feedback Provision, Team Collaboration, Atypical Problem Resolution, Guidance, Discretion, Quality Service

Industry

Business Consulting and Services

Description

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.

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Responsibilities

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.