IT Service Desk Associate III

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IT Service Desk Associate III

Mexico City, Federal District, Mexico

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About Us

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 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.
• Produces 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.

About the Team

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

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Job Info

• Job Identification14478
• Job CategoryIT Operations
• Posting Date03/20/2026, 11:47 AM
• LocationsPaseo de la Reforma # 373, Mexico City, Federal District, 06500, MX

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