IT Service Desk associate iiiConduent

About Conduent
Conduent delivers mission-critical ​services and solutions on behalf of businesses and governments - creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It's why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.
Conduent's differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all in the U.S., 11 million employees who use its , and nearly nine million people who travel through daily. Conduent's solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review for workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at .
Job Description
Logs all relevant incident/service request details, allocating categorization and prioritization codes (Priority).
Provides customer service and first level technical resolution for operational and service-related incidents.
Routes incidents/service requests that cannot be resolved during first-call.
Confers with appropriate team of analysts/specialists as needed.
Handles requests and incident reports from customers and end-users to maintain high levels of satisfaction with IT services.
Determines which Configuration Items (CI) are involved in the incident.
Maintains end-to-end responsibility for customer and end-user calls/emails providing timely, reliable and courteous service.
Resolves or escalates incidents and requests in line with established service level targets.
Assesses escalations on behalf of the customer.
Provides feedback on intelligence gained through customer interactions via shared communication with the team through email.
Produces and validates all incident information.
Obtains additional information from the requester and end-users, when required. • Ensures that incidents are resolved and closed.
Closing
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: . You may also .
Conduent

Pasay City, Metro Manila
Permanent
Full-time