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. **Mandatory Requirements:** + 3+ years of IT Service Desk experience, with at least 1 year in a senior or lead role. + Fluent English (Speaking & Writing) for seamless communication with team members and leadership. + Proven Expertise in Troubleshooting Windows Environments, common software issues, and network basics. + Experience with ServiceNow (or similar ticketing systems). + Strong understanding of QA processes and performance metrics. + Willing to rotate shifts monthly to cover different time zones or business needs. + Support expansion of team from simple call handling to resolving issues during the initial call (improving first call resolution and expanding what can be resolved by the team) + Enable and support company initiatives/projects as needed. **Technical Skills (Preferred):** + Active Directory / Azure AD knowledge (user and group management). + Microsoft 365 & Intune experience. + Basic Networking & VPN Troubleshooting. + Familiarity with ITIL practices and service management concepts. **Soft Skills & Work Ethic:** + Mentorship & Coaching Abilities to guide agents through learning curves. + Critical Thinking & Root-Cause Analysis for handling complex issues. + Patience & Emotional Intelligence to provide balanced feedback and support. + Proactive Attitude & Ownership of team performance and service quality. + Adaptability & Resilience when navigating unexpected challenges or high-pressure situations. 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 submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . 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 (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._