Service Desk Technician

Unternehmensbeschreibung

• We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score and protect against identity theft.
• In 2019, for a fifth consecutive year, Experian has been named to Forbes Magazine's Top 100 list of the "World's Most Innovative Companies."
• We employ approximately 20,000 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.
• At Experian, we are committed to building an inclusive culture and creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings longlasting benefits for our business as well as our people.

Stellenbeschreibung

Working within the EMEA CSDA Operations Spain Application Support teams, contributing to client satisfaction by providing 1st line support to clients in order to resolve client ́s incidents and requests following stablished procedures and tools.

Main responsibilities

• Learn the basic concepts involved on different Experian products and services and being able to recognize them when used by client or resolver groups to ensure accurate communication and being able to tell how critical an incident is according to stablished SLA with clients, depending on affected environments, impacted clients, functionalities, etc.
• Being able to analyze and synthetize the client's needs and to identify if the incident is technical related or business related.
• Raise tickets in ITSM tool providing a clear and accurate details of client's incident/request.
• Resolve incident/request on first call when applicable
• Contacting different teams to ensure the incident's resolution (in English and Spanish).
• Being able to gather more information from client when requested by resolver teams.
• Generate extracts using Experian tools.
• Ability to read a log file and understand possible causes of an incident.
• Manage processes as per best practices (Experian and ITIL).
• Follow procedures for logging and resolving incidents/requests (Specific incident management processes are used for P1 and P2 incidents.)
• Generate incident/request detailed reports upon request
• Manage client's expectations by excellent communication skills
• Ensure quality of information logged in ITSM tool is accurate across incident/request lifecycle.
• Follow post incident reviews processes.
• Follow change management processes.
• Follow continuous improvement processes
• This position will require of a 24x7 on call rota (shift) participation schema

Teamwork

• Actively seeks to share knowledge within the team.
• Work closely with the other members as directed by Team Lead

Qualifikationen

• Familiar with SLAs and KPIs measurement
• Experienced in similar position (Service Desk or client services team)
• Experience of working in a customer focused business/technical support function
• Personal organization skills and oral and written communication skills
• IT Degree/Engineering background
• Fluent English

Other Skills:

• Ownership and Commitment
• Emotional Intelligence
• Customer Centricity
• Judgement
• Risk Management
• Learning Agility
• Technology and business Integration

Desired:

• Experience in Service Desk, Contact Centre or Client Support Services team.
• Knowledge in ITIL and/or V3-V4 Certification

Zusätzliche Informationen

Why this role is critical to us

• This position will ensure that technology strategies are wellcoordinated and fully supporting the development of products, and growth within channels and lines of business.

Why us -
Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

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