Help Desk Technician II

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

This role is a Service Desk Technician supporting Experian's Contact Center, also known as the MCE.

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.

Responsibilities:

• Provides Tier 1 support (and as assigned Tier 2 support) - Addresses technical issue inquiries received via phone, ticket portal, chat, and email.
• Support operational groups across time zones in both India and the US.
• Participate in an on-call schedule as required.
• Escalate trouble tickets when required
• Manage tickets in a timely manner, including opening, updating, and closing to ensure SLA compliance
• 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 daily. Install, configure, and support client workstations and laptops
• Assist Systems Administrators, Manager and Director in specific project tasks as directed
• Management inventory of equipment
• Makes recommendations for process improvements and technology changes.
• Communicate issues and incidents to all levels of the organization as required.
• Create and maintain documents and procedures, with directions from management.
• Develop technical solutions and automate repeatable tasks
• Assign tickets to the Service Desk team members
• Report on service desk teams related activities to reporting manager
• Flexible to work on different shift time zones in IST either 9.00am to 6.00pm or 3.00ppm to 12 night

Skills:

• Must be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking skills, follow company policies and procedures
• Must have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals, and excellent customer service with professional and courteous communication skills (both oral and written skills)
• Must be able to manage multiple priorities and track own activities and tasks; performing work as prioritized by a supervisor, and escalating conflicts and issues appropriately and in a timely manner
• Ability to take directions well and follow detailed instructions
• Experience working within a technology support organization
• Considered expert in all operational best practices, continuously implements new technology solutions to add operational efficiencies.
• Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools a plus
• Ability to provide timely resolution for all end-user requests and root cause analysis for issues
• Experience with JIRA and Confluence, OKTA, Service Now, remote desktop support tools, and MS Active Directory a plus

• May require a bachelor's degree in computer science or other technical degree or equivalent experience
• Typically requires 8 + years of related experience
• Microsoft certification preferred
• Ability to plan, organize, and implement projects in a timely manner
• Ability to work in a high energy, fast paced environment
• Ability to research, review and act independently when needed
• Must be able to create clear and detailed technical documentation
• Ability to work effectively with cross-functional teams.
• Flexible enough to work with different technical skill levels and skillsets
• Must be fluent in English

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

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