Company Overview
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.
Internal Grade
Grade G/EB11
Job Description
We are recruiting for a new Service Desk Analyst to join Experian Technology & Infrastructure to provide support and deliver great service through a variety of channels including digital, phone and email communications to our customers internally and externally.
You will achieve this by providing support, troubleshooting and resolution of customer and technical issues relating to the use of company products, services and related applications, ensuring a simple and easy service experience.
Reporting to the Service Desk Team Leader, you will use your first‑class skills to engage with our clients, identify opportunities for service excellence and work collaboratively to build a holistic picture, address feedback and provide proactive service improvements.
Working Conditions
Hybrid, Ruddington‑based position (40% in the office). 37.5 hrs per week, covering a shift pattern on a rota of 8 am – 6 pm Monday to Sunday with no on‑call required.
Responsibilities
* Champion the delivery of excellent service and respond to individual client needs.
* Provide technical support to resolve client issues while keeping the client updated throughout the support process.
* Take full ownership to resolve queries by working with other internal departments.
* Deliver outcomes to a high standard within agreed timescales, procedures and quality standards.
* Achieve personal development and team goals.
Qualifications
* Previous role in customer service or technical service desk support; training will be provided.
* Excellent service experience, responding to individual client needs to a high standard.
* Experience working in a target‑focused role.
* Proficient with standard PC software and all systems required for the role.
* Experience working with clients and partners at different levels.
* IT career aspirations and interest in learning new skills.
Benefits
* Flexible work environment, working hybrid (40% in the office) or full time in the office if preferred.
* Great compensation package and discretionary bonus plan.
* Core benefits include pension, Bupa healthcare, Sharesave scheme and more.
* 25 days annual leave with 8 bank holidays and 3 volunteering days; additional leave purchase available.
Equal Opportunity
Experian is proud to be an Equal Opportunity and Affluent Action employer. Innovation is an important part of Experians DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of 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.
J-18808-Ljbffr