Service Desk Technician

at  EXPERIAN

ABOUT US, BUT WE’LL BE BRIEF

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. Also, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.
We have 23,000 people operating across 44 countries and every day we’re investing in new technologies, experienced people, and new ideas to help all our clients maximize every opportunity.
Job Description
This role is a Service Desk Technician supporting Experian’s North American Contact Center, also known as the MCE. You will be reporting to our Service Desk Manager.
The key role of the MCE Service Desk is to be the single point of contact to address and quickly resolve technical issues raised by the end user. The Service Desk operates as a technical resource providing support, testing, and initial triage whenever issues arise within contact center applications. We also manage and maintain all hardware required for the 1200+ agents we support.

QUALIFICATIONS

• Will demonstrate the ability of maintaining privacy, following company procedures
• Must be customer focus, an ability to work within a team of service-oriented individuals, and excellent customer service skills
• Perform work as prioritized by a supervisor, and escalating conflicts and issues appropriately and in a timely manner
• Take directions well and follow detailed instructions
• Experience working within a technology support organization
• Analytic skills in a call center environment desired

REQUIREMENTS:

• At least 1 year of experience working in Service Desk/Help Desk or IT related environment.
• High School Diploma or GED Ability to implement projects promptly
• Proficient in Microsoft Office Suite
• Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools a plus
• Experience with JIRA and Confluence, OKTA, and MS Active Directory a plus
  Additional Information

KEY RESPONSIBILITIES

• You will provide Tier 1 support (and as assigned Tier 2 support)
• Addresses technical issue inquiries received via phone, ticket portal, chat, and email.
• Provides after-hours on call support, as scheduled and/or needed
• Escalate trouble tickets when required
• You will manage tickets in a timely manner, including opening, updating, and closing
• Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
• Work and interface with end users on a daily basis. Install, configure, and support client workstations and laptops
• Assist Systems Administrators, Manager and Director in specific project tasks as directed Management inventory of equipment
• Reimage laptops as needed
• Other tasks as assigned
• The position requires to work onsite 2-3 days p/week.
  Qualifications