Service Desk Support Specialist

Former Xerox Customer Care Services, as well as other former Xerox Services companies, will continue its activities as Conduent, Inc. The name Conduent is inspired by the new company’s expertise in connecting clients and their constituents through seamless transactions in areas such as customer care, transportation solutions, and healthcare payer and provider services.

Conduent will continue to work as an extension of our clients’ business, enabling millions of interactions every day – such as processing toll payments or medical claims, disbursing public assistance funds or addressing a customer care concern. We will deliver these transactions at massive scale, anytime and anywhere, yet ensure each one is flawless, personalized and secure. As an independent company, we will carry forward the values and culture of innovation, diversity and integrity from Xerox along with our established expertise in transaction-intensive processes, analytics and automation to help improve the satisfaction and loyalty of your patients, commuters, consumers or employees.

A good understanding of technology is expected but in depth technical skills are not a necessity for this role. There is an expectation that the individual will have worked in an IT team for at least 1 year prior to taking up this role.

Useful skills or knowledge would be:
•Windows Server 2000/2003/2008
•Active Directory 2003/2008
•Exchange Server 2003/2007/2010
•VMware
•Citrix XenApp
•Linux: RedHat /SUSE
•Backup Solutions: IBM TSM, Symantec NetBackup
•DNS/WINS/DHCP
•Anti-virus
•Sharepoint
•IIS
•Knowledge of ITIL practices
•Fluent in English

The Service Desk Support Specialist shall provide the following to the customer:
•Achievement of high customer satisfaction
•Answer the Service Desk telephones and monitor the SD mailboxes
•Be helpful and consistent in their support to nominated customers, achieve target response and fix times with a high rate of initial resolution
•Provide an appropriate level of technical support for all Incidents
•Keep up to date with all relevant processes. Understand the service being provided against the SLA, to ensure compliance. Escalate any degradation of service or areas of customer dissatisfaction to their team leader.
•Demonstrate a good understanding and appreciation of the technical products and environments in use and maintain awareness of new developments.
•PC user support, new hire systems setups, and desktop/laptop software evaluations and upgrades
•Provide quick response and maximum uptime for all users and performs end user training when necessary
•Install and repair microcomputer hardware and peripheral components such as monitors, keyboards, printers and disk drives
•Assist in determining suitable software to meet user requirements
•Troubleshoot software and hardware failures and identify network problems when they relate to personal computers
•Communicate with Internal and External resolver groups
•Monitor and update internal incident queue
•Be an ambassador of Xerox at all times
•All other duties as assigned
•1st/2ndline support for technical Incidents
•Provide root cause analysis on any incidents
•Ensure the Incident is kept up to date at all times with an appropriate level of detail
•Provide desk-side support as necessary to resolve Incidents