Company Description
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.
In addition, for the last five years we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine.
With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW).
Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle.
Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.
**Job Description**:
**Responsibilities**:
Troubleshoot, resolve, and document more complex tickets related to technical difficulties with employee hardware, software, and networks.
- Escalate trouble tickets when required.
- Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request as well as foster and maintains professional communicative relationship with contact center leadership.
- Work and interface with end users on a daily basis.
Install, configure, and support client workstations and laptops.
Identifies opportunities to ensure Application Documentation, Service Catalog, Service Desk Knowledge Based Articles and Service Desk operating procedures are current.
- Demonstrates ability to query and analyze information from the Service Desk Ticketing system.
- Maintain and patch software and equipment as needed as well as take part in documentation and asset inventory.
- Assist Systems Administrators, Manager and Director in specific project tasks as directed.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Leads or participates in team projects that enhance the quality or efficiency of service.
May coordinate special projects for the Service Desk.
Leads and assists other Service Desk staff in support of a major or complex product.
- Assists with producing daily, weekly, monthly and quarterly statistical Service Desk performance reporting to monitor overall effectiveness of service.
- Performs root cause analysis on outages caused by maintenance activity
- Be available to assist with any baseline or PLV (Post Launch Verification) testing as necessary including hypercare activities.
- Understand prioritization procedures for changing scope and project acceptance procedures.
- Accurately tracks, documents and allocates time through weekly timesheets.
- Comply with all security and confidentiality regulations of the company.
- Available to participate in evening, weekends, and on-call support program.
- Other tasks as assigned.
**Qualifications**:
- High School Diploma or GED.
- Excellent English communication skills, both written and verbal.
- Minimum of one year of service desk experience.
- Strong customer service focus.
- 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 work flexible hours including some overtime as needed.
**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 skills.
- Must be able to manage multiple priorities and track own activities and tasks; performing work as prioritized by supervisor, and escalating conflicts and issues appropriately and in a timely manner.
- Ability to take direction well and follow detailed instructions.
- Experience working within a technology support organization.
- Strong functional analytic skills in a call center environment.
Proficient in database creation and maintenance.
- Professional and courteous communication skills (both oral and written skills).
- Effective multi-tasking/organizational skills.
- Desire to learn and grow within the organization.
Additional Information
Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
Experian is proud to be an Equal Opportunity and Affirmative Action employer.
Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together.
We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow.