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What We'll Bring:
Role is responsible for handling IT-related queries from internal associates, ensuring timely resolution of issues across software, hardware, and network domains. The ideal candidate will have hands-on experience in Windows, macOS, virtual environments, and enterprise IT tools, with a strong understanding of SLA management and ticket triaging.Role holders are expected to work across a variety of shifts including public holidays and across a 24x7x365 roster pattern
Role is not an entry level ‘helpdesk’ or ‘call center role’ as basic work will be automated, so we are looking ideally for Technical Service Desk or end User support engineers with at least 2 yrs of experience working in an end user technical environment
What You'll Bring:
- Provide technical support for internal associates via phone, email, Chat and remote tools. Issues will vary in technical nature evolving to more complex technical support.
- Troubleshoot and resolve issues related to:
- Windows OS and macOS
- Virtual machines (VMware, Hyper-V)
- Applications, software installations, and hardware peripherals
- Mobile devices (iOS, Android)
- VPN connectivity and M365 suite (Outlook, Teams, OneDrive, etc.)
- Multi-Factor Authentication (MFA) apps and login issues
- Utilize ITSM tools such as Remedy for incident and request management and keeping track of work
- Use remote support tools like SCCM and ManageEngine to diagnose and resolve issues.
- Accurately triage tickets, classify priorities, and escalate P1 incidents as needed.
- Ensure adherence to SLAs and maintain high standards of customer satisfaction.
- Document solutions and contribute to the knowledge base for recurring issues.
- Collaborate with other IT teams for issue resolution and service improvements.
Impact You'll Make:
- 2+ years of experience in a technical support or service desk role.
- Strong troubleshooting skills in Windows, macOS, and virtual environments.
- Experience with ITSM platforms (e.g., Remedy) and remote support tools (SCCM, ManageEngine).
- Familiarity with mobile device management and support.
- Knowledge of MFA applications and VPN configurations.
- Proficiency in Microsoft 365 troubleshooting.
TransUnion Job Title
Sr Analyst, Desktop SystemsWhat the Team is Saying
TransUnion Compensation & Benefits Highlights
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Parental & Family Support — Paid, gender‑neutral parental leave with a gradual return is highlighted alongside adoption/surrogacy/infertility support and backup care through Care@Work. Dependent‑care FSA options and caregiver assistance further bolster family support.
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Healthcare Strength — Day‑one medical, dental, and vision coverage is offered with HSA/FSA options, EAP/therapy sessions, 24/7 support, and wellness programming. Coverage extends to dependents and includes mental‑health resources.
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Retirement Support — A 401(k) plan features no waiting period, an employer match, and immediate 100% vesting. Employees can also participate in an Employee Stock Purchase Plan to build long‑term financial security.
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What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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