Service Desk Support Advisor in Melbourne, Australia

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 difference and be part of a culture where individuality is noticed and valued every day.

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.