Service Desk Technician

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.

Job description

Role 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 • Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems, and issues. • Support operational groups across time zones in both India and the US. • Proposes new solutions, ideas, tools, and techniques for highly complex problems. • Technical mentor to the entire organization. • Resolve incident and support requests from MCE team members via multiple channels (voice, tickets, email, and walk-ups/desk side). • Supports escalated technical issues from junior team members to solve issues with windows, apple, and mobile devices. • May participate in applications beta-testing. • 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 direction from management. • Engineer, implement and monitor security measures for the protection of computer systems, networks, and information • Prepare and document standard operating procedures and protocols • Develop technical solutions and new security tools to help mitigate security vulnerabilities and automate repeatable tasks • Ensure that the company knows as much as possible, as quickly as possible about a security incident • Write comprehensive reports including assessment-based findings, outcomes, and propositions for further system security enhancement Qualifications • May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience • Must be able to work from 3PM-12AM local India time. • Participate in an on-call schedule as required. • Microsoft certification preferred • Typically requires 2-5 years of related experience • Considered expert in all operational best practices, continuously implements new technology solutions to add operational efficiencies. • Strong understanding of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts. • Provides technical leadership to other teams • Ensures timely delivery of solutions and ensures team meets SLAs • Upgrades technician tools and platforms to the latest levels. • Extensive experience providing helpdesk and desktop support for Windows computers in an enterprise environment (both phone & desk-side) • Ability to provide timely resolution for all end-user requests and root cause analysis for issues • Experience administering McAfee Endpoint Encryption • Desktop imaging and software packaging skills preferred • Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration preferred • Must be able to create clear and detailed technical documentation • Must possess strong communication skills (written and oral) as well as significant customer service skills • Ability to work effectively with cross-functional teams. • Flexible enough to work with different technical skill levels and skillsets • Ability to work in a highly dynamic environment • Strong analytical and problem-solving skills • Analytic skills in a call center environment desired • Must be fluent in English

Qualifications

• Qualifications • May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience • Must be able to work from 3PM-12AM local India time. • Participate in an on-call schedule as required. • Microsoft certification preferred • Typically requires 2-5 years of related experience • Considered expert in all operational best practices; continuously implements new technology solutions to add operational efficiencies. • Strong understanding of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts. • Provides technical leadership to other teams • Ensures timely delivery of solutions and ensures team meets SLAs • Upgrades technician tools and platforms to the latest levels. • Extensive experience providing helpdesk and desktop support for Windows computers in an enterprise environment (both phone & desk-side) • Ability to provide timely resolution for all end-user requests and root cause analysis for issues • Experience administering McAfee Endpoint Encryption • Desktop imaging and software packaging skills preferred • Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration preferred • Must be able to create clear and detailed technical documentation • Must possess strong communication skills (written and oral) as well as significant customer service skills • Ability to work effectively with cross-functional teams. • Flexible enough to work with different technical skill levels and skillsets • Ability to work in a highly dynamic environment • Strong analytical and problem-solving skills • Analytic skills in a call center environment desired • Must be fluent in English

Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian’s strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) 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 a critical 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.

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