Service Desk Support Advisor

1 month ago

Melbourne, Australia Conduent Victoria Ticketing System Pty Ltd Full time

**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.

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