2nd Line Application Support

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.

2nd Line Application Support

To provide support and serve as a technical advisor to the customer and to the 1st line support team in an efficient and accurate manner.

You will be an initial point of contact for the customer and 1st line support. You will play a key role in managing incidents through to closure or further escalation across the teams.

Ultimately you will ensure that the customer will have a positive experience and feel satisfied with the resolution in a timely manner.

Recommend system or process improvements, including procedures, training and enhanced documentation.

Assisting with day to day administration, management and the development of the support team provision.

Serving to promote and maintain an environment and a culture which has the highest standards and places customers first.

Requirements for the role:

• An aptitude to learn, drive success and be adaptable to change.
• Experience delivering excellent customer service; identifying and investigating issues, whilst tracking solutions and resolving customer problems where possible.
• Where necessary, you must be the decision maker to refer issues to the appropriate personnel.
• The ability to apply your understanding and knowledge of information systems products and services to assist users.
• Brief customers and/or management on the status of resolution efforts and blockers.

Must have:

• Good general standard of education to GCSE level.
• Must be literate and numerate.
• Must have worked within servicedesk / helpdesk customer-orientated environment.
• Excellent communication & computer skills.
• Outstanding attention to detail.
• Positive attitude to customer service.
• Self Motivated, have a willingness to learn and to take on new tasks.
• Be a Team Player and to have the ability to work on own initiative and cope with frequent interruptions in a busy office environment.
• Candidates must be adaptable to change and have a flexible approach with regard to duties undertaken.

Desired but not essential:

• Experience of working in parking permit administration.
• Knowledge of Local Government functions and services.
• Experience of service delivery at single point of contact environment.

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.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.