It Service Desk Associate Ii

Conduent Incorporated; Philippines; On-site; PHP 180,000 - 320,000; Full time

Job summary

Conduent Incorporated in the Philippines is seeking an IT Service Desk Associate II to join our team. You will handle incident logging, triage, and basic technical support following established procedures.

This role emphasizes data organization, documenting service requests, and delivering courteous user-focused service under moderate supervision. No supervisory responsibilities.

Qualifications

• Tasks performed based on established procedures.
• Uses data organizing and coordination skills for business support.
• Requires vocational training, certifications, licensures, or equivalent experience.
• Operates under a moderate degree of supervision.

Responsibilities

• Logs all incident and service request details.
• Categorizes and prioritizes codes.
• Provides customer service resolution for incidents and service requests.
• Routes incidents and requests that cannot be immediately handled.
• Manages requests and incident reports from customers.
• Determines which CIs are involved in the incident.
• Delivers courteous service and is responsible for end-user requests.
• Resolves or escalates incidents as needed.
• Updates and validates all incident information.
• Obtains additional information from the requester and end-users.
• Ensures incidents are resolved and closed.
• Performs other duties as assigned.
• Complies with all policies and standards.

Skills

Data organization

Coordination

Vocational training

Licenses/certifications

Job description

IT Service Desk Associate II

Company : Conduent Incorporated Job Type : Full Time Philippines

Job Description - IT Service Desk Associate II

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

• Expands skills within an analytical or operational process.
• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Works with a moderate degree of supervision.

Functional Knowledge

• Has developed skillset 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
• Follows standardized procedures and practices with moderate supervision and guidance.

Leadership

• Has no supervisory responsibilities.
• Manages own workload.

Problem Solving

• Uses existing procedures to solve standard problems without supervisory approval.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• Logs all incident and service request details.
• Categorizes and prioritizes codes.
• Provides customer service resolution for operational and service-related incidents.
• Routes incidents and service requests that cannot be immediately handled.
• Manages requests and incident reports from customers.
• Determines which CIs are involved in the incident.
• Delivers courteous services and is responsible for end-user requests.
• Resolves or escalates incidents and requests, as needed.
• Updates 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.

About the Company

Conduent Incorporated

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a d...