Service Desk Analyst

at  EXPERIAN

COMPANY DESCRIPTION

Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped economies and communities flourish – and we’re not done.
Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ ‘big-thinkers’ and ‘can-doers’ that share our purpose #uniquelyexperian

KNOWLEDGE, SKILLS AND EXPERIENCE

• Strong Customer Focus
• Attention to Detail
• Strong communication (Written and Verbal)
• Time Management
• Owernership

QUALIFICATIONS

• Matric/ Grade 12
• MS Office suite essential
• 2-3 years Customer Service experience
• 2-3 years Service Desk experience
• 2-3 years previous knowledge working on ticket logging system

ROLE SUMMARY

To provide the service support to all Africa internal and external client.

KEY RESPONSIBILITIES

• Service Support: Provide first point of contact for internal and external clients.
• Participate in the management & Incident desk functions to support Credit Services and Decision Analytics applications and Hosted Solutions. Alignment to EMEA Customer Service Management service desk standards and metrics agreed.
• Participate in the Service Support Process which involves (1) Analysing reported queries (2)Identify corrective actions (3) Logging of cases and incidents (4)Resolve and/or route to relevant resolver groups (5)Liase with resolver groups to ensure regular feedback to clients on progress depending on agreed SLA (6) Escalation and reporting on said cases (if and when required) (7) Confirming with client(s) on the satisfaction of resolution (8) Closure of ticket (9) Ensure all services are delivered within the agreed service levels and performance standards. (10) Ensure all operational checks are completed & issues are communicated appropriately.
• Client Reporting: Obtain client feedback on reports content.
• Service Management: To assist the service manager as required in the creation, implementation, management and review of appropriate SLA’s and OLA’s for both internal and external clients in line with the CSDA Support strategy.
• Ensure that the support model is adhered to at all times with appropriate escalation of requests outside of that model.
• Implementing and creation of appropriate MI to show performance of SLA and OLA’s.
• Building and Managing Relationships: To build strong working relationships with all stakeholders.
• Being a trusted Experian contact - being able to see and represent the clients view within Experian.
• Following through to completion client requests.