Company Description

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. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine

Job Description

*****THIS POSITION WILL BE REQUIRED TO BE ON-SITE AT 5:00AM CT

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 for MCE providing support, testing, and initial triage whenever issues arise within contact center applications. The Service Desk team supports the organization 24 x 7 and this position provides value-added support and an exceptional experience to our internal clients. Flexibility for availability in advance to work evening, on-call, and weekend shifts is required.

Responsibilities:

• Provides Tier 1 support (and as assigned Tier 2 support) - Addresses technical issue inquiries received via phone, ticket portal, chat, and email. Adhere to Service Level goals in responding to and triaging reported issues
• Troubleshoot, resolve and document more complex tickets related to technical difficulties with employee hardware, software, and networks
• Escalate trouble tickets when requireManage 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 as well as foster and maintains a professional communicative relationships with contact center leadership
• Work and interface with end-users on a daily basis. Install, configure, and support client workstations and laptops
• Identifies opportunities for Service Desk to improve 1st Call Resolution by troubleshooting based on technical/application expertise
• · 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 the documentation
• Maintain an accurate asset inventory to monitor the location of all assets
• Assist Systems Administrators, Managers, 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 the 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 hyper care 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 the evening, weekends, and on-call support program
• Other tasks as assigned

Qualifications

Skills:

• 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
• Must be able to demonstrate the ability to maintain privacy and confidentiality, critical thinking skills, and follow company policies and procedures.
• Must have a 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; perform work as prioritized by a supervisor, and escalate 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 Microsoft Office Suite applications and in database creation and maintenance
• Professional and courteous communication skills (both oral and written skills)
• Desire to learn and grow within the organization

Requirements:

• High School Diploma or GED
• 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
• Minimum of one year of call center experience
• Internal candidates must be in good standing in order to be considered
• Must be able to work flexible hours including some overtime as needed

Additional Information

All your information will be kept confidential according to EEO guidelines.

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. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe. See our DEI work in action!

If you live in Colorado, Connecticut or New York City, please contact us here for the salary range of this position (include this Job Title in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian Careers - Creating a better tomorrow together

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