Technical Helpdesk Analyst

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.

• IT technical graduate or any related IT studies
• Fluent English (spoken and written).
• At least 6 months of experience working on an IT helpdesk organization
• Supporting Windows 7 operating system experience would be a plus
• Any Microsoft technical certification will be good but not essential
• Knowledge of the following technologies/components:
o Windows 7
o Windows 8
o LAN switches
o Any heldpesk ticketing system
o Computer Hardware component identification/ installation / configuration
• Able to work as team member is a must
• Willing to learn
• Patience
• The candidate will be a member of a helpdesk organization in multinational company.

• Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
• Applies understanding and knowledge of information systems products and services to assist users
• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
• Coordinates referrals to appropriate technical, professional, or service personnel
• Receives and prioritizes issues and forwards using appropriate escalation procedures
• Provides functional or task leadership
• Coordinates special projects and system upgrades
• Briefs customers and/or management on the status of resolution efforts
• Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
• Recommends system or process improvements, including procedures, training, and enhanced documentation
• All other duties as assigned