Description
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
- Proficiency within a range of analytical or operational processes.
- Completes atypical assignments.
- Works within established procedures and practices.
- May establish the appropriate approach for new assignments.
- Acts as a resource for colleagues.
- Completes work with limited supervision.

Functional Knowledge
- Has developed skills 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
- Uses discretion to change work procedures and practices.

Leadership
- May provide guidance and support to junior team members.

Problem Solving




- Provides solutions to atypical problems based on existing precedents or procedures.

Interpersonal Skills
- Exchanges information and ideas effectively.

Responsibility Statements
- Logs all incident/service request details.
- Categorizes and prioritizes codes.
- Provides customer service and first-level technical resolution for operational and service-related incidents.
- Routes service requests that cannot be resolved.
- Consults with a team of analysts and specialists.
- Handles requests and incident reports from customers and end-users.
- Maintains high levels of satisfaction with IT services.
- Determines which Configuration Items (CI) are involved in the incident.
- Delivers courteous services and is responsible for end-user requests.
- Resolves or escalates requests in line with established service level targets.
- Assesses escalations on behalf of the customer.
- Provides feedback on intelligence gained through customer interactions.
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📌 IT Service Desk Associate III (Ciudad de México)
🏢 Conduent
📍 Ciudad de México