IT Service Desk Associate III
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Job Location:
Cebu City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Required Experience:
IC
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
About Company
COVID-19 presents an unprecedented and challenging situation for all of us. At Conduent, our top priority is to protect our associate base and the communities where we live and work, while continuing to serve and help our clients at a time when they need us most. We’d like to thank ev ... View more
